Support Agent Team Leader

Recruiter:

Tower Group

Job Ref:

545089002

Date posted:

Friday, October 24, 2025

Location:

Cape Town, South Africa

SUMMARY:
-

POSITION INFO:

Role Purpose:

The Support Agent Team Leader oversees the day-to-day performance of the support team, ensuring exceptional customer service, efficient query resolution, and data-driven improvement of service delivery standards across operations.

Key Responsibilities:

Team Leadership: Supervise, coach, and motivate support agents to achieve individual and team performance goals.
Customer Experience: Ensure consistent, high-quality responses to customer queries via phone, email, and live chat.
Data Analysis & Reporting: Track KPIs such as response time, resolution rate, customer satisfaction, and ticket trends; generate weekly and monthly reports.
Process Optimization: Identify workflow bottlenecks and leverage analytics to recommend and implement process improvements.
Training & Development: Conduct onboarding and regular training sessions to improve product knowledge and customer handling skills.
Escalation Management: Handle complex or high-priority customer issues and ensure timely resolution.
Cross-Department Collaboration: Partner with operations, logistics, and finance teams to address recurring customer issues using data insights.

Key Performance Indicators (KPIs):

Average response and resolution time
Customer satisfaction (CSAT) and Net Promoter Score (NPS)
Ticket backlog and closure rates
Agent productivity and adherence scores
Data accuracy and reporting timeliness

Skills & Competencies:

Proven leadership in a customer support or contact center environment (2–4 years)
Strong analytical and reporting skills (Excel, Google Sheets, or BI tools such as Power BI / Tableau)
Excellent communication and conflict resolution skills
Experience with CRM or ticketing systems (e.g.Cue)
Data-driven mindset with a continuous improvement focus

Qualifications:

Diploma or Degree in Business Administration, Operations, or related field
Certification in Customer Experience or Data Analytics is advantageous

Similar jobs you might be interested in:

Support Agent Team Leader
Location: Cape Town
Salary:
41 days ago

Product Manager
Location: Stellenbosch
Salary:
In the ever-evolving ecosystem of technology, the most vital role isn't just building products—it's nurturing the entire product lifecycle from a single seed of an idea into a mighty, revenue-generating forest. While others see features, you see the canopy. While others manage tasks, you cultivate ecosystems. I'm not filling a single role. I am cultivating a grove of elite product Manag...
3 days ago

Head of Product
Location: Stellenbosch
Salary:
An empty market. A game where the rules change daily. And product strategies that determine which companies survive and which become memories. In this high-stakes arena, ordinary product managers follow—true Heads of product design the game itself. I'm not filling a single role. I am assembling a roster of elite Head of product contenders—visionary leaders who thrive under pressur...
3 days ago

Product and Process Engineer
Location: Helderberg
Salary:
Seeking a detail-oriented product and Process Engineer to join a manufacturing team in Cape Town.
6 days ago

Product Performance Analyst
Location: Stellenbosch
Salary: Annually
Think of this as the ultimate debugging session for human performance. Our client is searching for a product Performance Analyst who can transform raw sensor data into actionable insights—and do it while keeping pace with athletes in the real world. If you love the idea of blending sports science with cutting-edge tech, this is your chance to join a team that’s rewriting the firmware o...
6 days ago

Data Product Manager
Location: Cape Town
Salary:
13 days ago

AI/ML Product Manager
Location: Stellenbosch
Salary:
A MESSAGE FROM JADE PERUMAL – DECENTRALIZING THE FUTURE OF product RECRUITMENT The most transformative products are no longer just applications—they are decentralized ecosystems, smart contracts of user value, and self-executing visions. Nowhere is this more true than in AI. I'm not filling a job spec; I'm building the mainnet for top-tier AI/ML product talent. I am assemblin...
20 days ago

Technical Product Owners
Location: Stellenbosch
Salary:
A MESSAGE FROM JADE PERUMAL – PIONEERING THE FUTURE OF product RECRUITMENT The product world is evolving at lightning speed. The most successful products aren't just built; they are orchestrated at scale and velocity by Technical product Owners who act as the core validators of vision, value, and execution. I am building my validator set. This isn't about a single, static role&mdas...
20 days ago

Product Operations Lead
Location: Cape Town
Salary: 50000 Monthly
A successful Multinational Company based in Kuilsriver is looking for a product Operations Lead
23 days ago

Manager: Digital Product and Business Development
Location: Wellington
Salary:
23 days ago