Fluent English) Customer Support Team Lead

1 week ago

Pretoria, South Africa SupportYourApp Full time

**SupportYourApp** is a global Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical support. We operate globally, supporting clients in 60 languages across diverse industries. So what if you had a chance to be a part of the world’s leading SaaS, software, or hardware solutions?

Join our community as a **Customer Support Team Lead** today and thrive in a multicultural and multilingual environment while enjoying your home office. Unlock your potential by mastering new skills and achieving challenging goals in cooperation with our People First management approach. Excited? Let’s see what it takes.

**What you will do**:

- Act as main POC for consultants regarding project questions, ticket handling, and workflows;
- Support team understanding of project scope, updates, and expectations;
- Manage shifts, schedule requests, and ensure full coverage;
- Monitor performance, provide feedback, coaching, and handle escalated tickets;
- Onboard new hires and maintain the Training Program and Knowledge Base;
- Document recurring issues and recommend process improvements;
- Maintain deep understanding of client solutions and meet KPI;
- Communicate with developers and cross-functional specialists.

**What you need to succeed in this role**:

- Fluency in English (C1-C2 levels);
- Previous experience in team coordination, leadership, or supervisory roles;
- Experience in mentoring, providing feedback, and conducting performance reviews;
- Strong understanding of project workflows, service quality standards, and escalation protocols;
- Proven ability to lead by example, manage priorities, and resolve conflicts constructively;
- Experience in developing and delivering trainings;
- Previous experience with Zendesk;
- Strong analytical thinking and research skills;
- Positive, proactive and responsible attitude;
- Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps-download and 40 Mbps-upload);
- Backup power station.

**Benefits**:

- Fixed schedule: Monday-Friday, 9am - 6pm CET;
- Opportunity to cooperate fully remotely;
- Inclusive international environment;
- Compensation in USD;
- Rewards for referring friends;
- Balance between project workload and personal time, but also - internal health policy;
- Responsive leadership interested in your development and long-lasting cooperation;
- Greenhouse conditions for self-development;
- A culture built on trust, with no time-tracking requirements.

You can learn more about the company and its culture by visiting our official website and social pages on Facebook, Instagram, and LinkedIn.

So if you're a proactive **Support Specialist** who thrives on solving problems, ensuring customer satisfaction, and delivering outstanding service, don't miss this opportunity and send us your CV in English to collaborate with us

Over 1200+ specialists who already deliver exceptional customer experiences collaborating with SupportYourApp.

Know someone perfect for the role? Refer them and get rewarded

**DISCLAIMER

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