Customer Support Team Lead

1 week ago

Pretoria, South Africa Veriforce LLC Full time

Veriforce is the fastest-growing SaaS-technology and services company in the global supply chain risk management market. We help industry-leading companies create and maintain operating cultures and work environments that optimize safety, promote sustainability, and foster collaboration across a broad spectrum of internal and external stakeholders. What separates Veriforce from the rest is our people. We hire highly-intelligent, growth-minded individuals that team well and continuously look for new, better ways of solving business challenges.

**Position Overview**

**Key Responsibilities**
- Lead a customer-obsessed team focused on outbound compliance and inbound support.
- Coach, mentor, and support team members to meet individual, team, and department objectives.
- Provide ongoing training and ensure team preparedness for client-specific compliance outreach.
- Oversee outbound compliance processes, including:

- Scheduled follow-ups to drive compliance based on client requirements.
- Reporting status updates and escalations to stakeholders.
- Collaborate with leadership and cross-functional teams to improve workflows and address process gaps.
- Audit calls and work to maintain quality standards.
- Monitor team performance against KPIs and service-level agreements.
- Ensure accurate documentation and compliance with data management protocols.
- Support the company's Information Security Management System and report security issues.
- Perform additional duties as assigned.

**Qualifications**

**Education & Experience**
- High school diploma or equivalent required; associate or bachelor's degree preferred.
- 2+ years in a customer support role in an omnichannel environment.
- Proficient in CRM and help desk tools.

**Skills & Competencies**
- **Leadership**: Proven ability to motivate, coach, and evaluate team members.
- **Customer Focus**: Committed to delivering outstanding service and driving satisfaction.
- **Communication**: Strong verbal and written skills; effective across audiences.
- **Problem Solving**: Analytical thinker with sound judgment and decision-making ability.
- **Teamwork**: Fosters a collaborative, open, and respectful team environment.
- **Adaptability**: Comfortable managing shifting priorities and supporting change initiatives.
- **Accountability**: Takes ownership of responsibilities and follows through.
- **Professionalism**: Objective, organized, and able to maintain high standards of work.

**Language, Math & Reasoning**
- Strong reading, writing, and communication skills.
- Comfortable performing basic mathematical operations and interpreting data.
- Able to follow instructions and solve problems in standard work situations.

**Physical & Work Requirements**
- Must be able to communicate effectively, including occasionally speaking quickly or loudly.
- Requires good hearing and vision, manual dexterity, and ability to lift up to 10 lbs occasionally.
- Typical office tasks involve frequent use of hands and fingers for typing and mouse use.

**Work Schedule**:
Monday to Friday, 8.5-hour shifts between 7:00 AM and 7:00 PM. Flexibility required.

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