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  • Client Support Manager - Cape Town - Lead Generation Group

    Lead Generation Group
    Lead Generation Group Cape Town

    4 weeks ago

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    Description

    Job Summary

    We are seeking a dedicated and experienced professional to lead our customer support team in delivering exceptional service. As the Client Support Manager, you will oversee team performance, drive continuous improvement, and ensure issues are resolved promptly.

    Key Responsibilities

    • Team Leadership and Mentorship: Guide, train, and motivate support representatives to meet and exceed service Key Performance Indicators (KPIs).

    • Customer Inquiry Resolution: Oversee timely handling of questions, complaints, and escalations, ensuring high-quality outcomes and customer satisfaction.

    • Process Optimization: Refine support workflows, implement best practices, and leverage new tools to boost efficiency and service delivery.

    • Cross-Functional Collaboration: Work closely with product, sales, and marketing teams to enhance the overall customer journey and drive growth opportunities.

    Qualifications:

    • Bachelor's degree in Business, Information Technology, or a related field is preferred.

    • At least 3 years of experience in support or customer service management.

    • Strong leadership, communication, and problem-solving skills.

    • Experience with Customer Relationship Management (CRM)/ticketing systems such as Zendesk or Salesforce.

    • Familiarity with US customer service standards, data privacy laws, and time zone management.


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