Customer Support Lead
2025-04-01T10:36:37+00:00
Chrilan Technologies Ltd
https://cdn.greatzambiajobs.com/jsjobsdata/data/employer/comp_8738/logo/Chrilan%20Technologies%20Ltd.jpeg
https://chrilantech.com/
FULL_TIME
Lusaka
Lusaka
10101
Zambia
Information Technology
Customer Service
2025-04-15T17:00:00+00:00
Zambia
8
We are hiring a Customer Support Lead to oversee our support team, improve service quality, and reduce customer complaints. You will be responsible for managing daily support operations, coaching agents, and implementing processes that enhance customer satisfaction.
Key Responsibilities
- Lead & Supervise the Support Team – Ensure team members provide timely, professional, and effective support.
- Monitor Customer Complaints & Improve Response Quality – Identify recurring issues, address pain points, and implement solutions.
- Train & Develop the Team – Provide coaching, conduct performance reviews, and implement best practices for customer interactions.
- Track Support Metrics & Report Performance – Monitor response times, resolution rates, and customer satisfaction scores.
- Handle Escalations – Step in when necessary to resolve high-priority customer issues.
- Optimize Support Workflows – Improve ticket management, automate processes where possible, and ensure smooth operations.
- Collaborate with Other Departments – Work with sales, technical teams, and management to improve customer experiences.
What We’re Looking For
- Experience: 2+ years in customer service leadership (Team Lead, Supervisor, or Manager role).
- Skills: Strong problem-solving, conflict resolution, and coaching abilities.
- Tools: Familiarity with customer support software
- Communication: Excellent verbal and written communication skills.
- Mindset: Proactive, customer-focused, and results-driven.
Nice-to-Have
- Experience working in POS systems, invoicing, or ERP integrations.
- Knowledge of ticketing systems.
- Ability to implement process improvements and automation.
Benefits
- Competitive salary & performance-based bonuses
- Professional development & training opportunities
- Growth opportunities within the company
Lead & Supervise the Support Team – Ensure team members provide timely, professional, and effective support. Monitor Customer Complaints & Improve Response Quality – Identify recurring issues, address pain points, and implement solutions. Train & Develop the Team – Provide coaching, conduct performance reviews, and implement best practices for customer interactions. Track Support Metrics & Report Performance – Monitor response times, resolution rates, and customer satisfaction scores. Handle Escalations – Step in when necessary to resolve high-priority customer issues. Optimize Support Workflows – Improve ticket management, automate processes where possible, and ensure smooth operations. Collaborate with Other Departments – Work with sales, technical teams, and management to improve customer experiences.
Nice-to-Have Experience working in POS systems, invoicing, or ERP integrations. Knowledge of ticketing systems. Ability to implement process improvements and automation. Benefits Competitive salary & performance-based bonuses Professional development & training opportunities Growth opportunities within the company
Experience: 2+ years in customer service leadership (Team Lead, Supervisor, or Manager role). Skills: Strong problem-solving, conflict resolution, and coaching abilities. Tools: Familiarity with customer support software Communication: Excellent verbal and written communication skills. Mindset: Proactive, customer-focused, and results-driven.
JOB-67ebc1b552553
Vacancy title:
Customer Support Lead
[Type: FULL_TIME, Industry: Information Technology, Category: Customer Service]
Jobs at:
Chrilan Technologies Ltd
Deadline of this Job:
Tuesday, April 15 2025
Duty Station:
Lusaka | Lusaka | Zambia
Summary
Date Posted: Tuesday, April 1 2025, Base Salary: Not Disclosed
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JOB DETAILS:
We are hiring a Customer Support Lead to oversee our support team, improve service quality, and reduce customer complaints. You will be responsible for managing daily support operations, coaching agents, and implementing processes that enhance customer satisfaction.
Key Responsibilities
- Lead & Supervise the Support Team – Ensure team members provide timely, professional, and effective support.
- Monitor Customer Complaints & Improve Response Quality – Identify recurring issues, address pain points, and implement solutions.
- Train & Develop the Team – Provide coaching, conduct performance reviews, and implement best practices for customer interactions.
- Track Support Metrics & Report Performance – Monitor response times, resolution rates, and customer satisfaction scores.
- Handle Escalations – Step in when necessary to resolve high-priority customer issues.
- Optimize Support Workflows – Improve ticket management, automate processes where possible, and ensure smooth operations.
- Collaborate with Other Departments – Work with sales, technical teams, and management to improve customer experiences.
What We’re Looking For
- Experience: 2+ years in customer service leadership (Team Lead, Supervisor, or Manager role).
- Skills: Strong problem-solving, conflict resolution, and coaching abilities.
- Tools: Familiarity with customer support software
- Communication: Excellent verbal and written communication skills.
- Mindset: Proactive, customer-focused, and results-driven.
Nice-to-Have
- Experience working in POS systems, invoicing, or ERP integrations.
- Knowledge of ticketing systems.
- Ability to implement process improvements and automation.
Benefits
- Competitive salary & performance-based bonuses
- Professional development & training opportunities
- Growth opportunities within the company
Work Hours: 8
Experience in Months: 24
Level of Education: professional certificate
Job application procedure
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