Head of Client Support

2 weeks ago

Cape Town, South Africa Lead Generation Group Full time

We’re looking for a confident, emotionally intelligent and operationally strong **Head of Support** to lead our customer support teams across all LGG brands. You will be responsible for ensuring that every client receives clear, confident, and consistent communication from onboarding through to campaign completion, especially when things get tough. This role combines leadership, escalation handling, quality control, process improvement and hands-on support management.

**Key Responsibilities**
- Lead, coach, and mentor the Support Team across multiple brands
- Set the team's tone, communication standards and quality
- Guide the team through complex client issues
- Build a culture of quality, ownership, and professionalism
- Oversee all high-risk or emotionally charged client interactions
- Work closely with other internal team managers on problem resolution
- Run regular 1-on-1 coaching sessions to improve team performance
- Ensure all support communications align with service expectations
- Maintain and enhance internal documentation
- Lead onboarding of support staff, setting expectations from day one

**What You’ll Need**
- 5+ years in a customer support leadership role (experience in marketing services or agency work a major plus)
- Proven track record managing high-pressure clients with clarity and professionalism
- Outstanding written and verbal communication skills
- A deep understanding of ownership in client interactions
- Strong working knowledge of software/systems
- Resilience under pressure and the ability to support team members in any scenario

**Bonus if You Have**
- Experience in performance marketing or lead generation
- Familiarity with client contracts and terms
- An eye for tone and customer psychology

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