(Fluent English) Customer Support Team Lead (South Africa, remotely)

SupportYourApp is a global Support-as-a-Service leader partnering with tech companies to deliver secure customer and technical support. Join our community as a Customer Support Team Lead and thrive in a multicultural and multilingual environment.

Requirements

• 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;
• Apply the latest and greatest customer happiness practices;
• Maintain deep understanding of client solutions and meet KPI;
• Communicate with developers and cross-functional specialists.

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
• Internal health policy
• Responsive leadership interested in your development and long-lasting cooperation
• Greenhouse conditions for self-development
• Culture built on trust, with no time-tracking requirements