Customer Service Success Lead

Johannesburg, Gauteng, South Africa

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Responsibilities:

Lead and mentor the support team to achieve high performance and professional growth.
Develop and enhance self-service tools to empower customers and reduce support dependency.
Improve first-contact resolution rates, enabling faster, more efficient issue handling.
Achieve high customer satisfaction and loyalty through responsive and quality support.
Utilize data-driven insights to refine strategies, optimize support performance, and identify growth opportunities.
Cultivate a culture of continuous improvement within the support team.
Monitor and Maintain customer Services and support SLA levels to clients Manage client support Ticketing System and Call Systems Freshdesk & 3CX
Implementing training and development programs to elevate the skills and effectiveness of our customer support staff.
To provide mentorship and leadership to the support team, guiding them through the challenges and successes of their roles.
To assist with and facilitate clear and open communication between support tiers, infrastructure teams, and development departments during support escalations.
Reporting and Feedback on service support levels to HOD.

Requirements:

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