Customer Support Team Lead (Fluent English) – Remote, South Africa.
SupportYourApp.
Remote | Contract.
Open to candidates based in Johannesburg, Cape Town, and Pretoria.
About SupportYourApp
SupportYourApp is a global leader in Support-as-a-Service, partnering with innovative technology companies such as MasterCard, Calm, and MacPaw. Since 2010, the company has delivered secure customer and technical support solutions in over 60 languages across more than 30 countries. SupportYourApp offers a fully remote, multicultural working environment built on a People First approach.
About the Role
SupportYourApp is seeking an experienced Customer Support Team Lead to oversee and support customer service consultants while ensuring high-quality service delivery. This role is ideal for a proactive leader who enjoys coaching teams, optimizing workflows, and maintaining excellent customer satisfaction in a fast-paced, remote environment.
Key Responsibilities
Serve as the primary point of contact for support consultants regarding workflows, tickets, and project-related questions.
Ensure team alignment with project scope, updates, and performance expectations.
Manage shift schedules, leave requests, and staffing coverage.
Monitor team performance, provide regular feedback and coaching, and handle escalated customer issues.
Onboard new team members and maintain training programs and knowledge base documentation.
Identify recurring issues and recommend process and service improvements.
Apply best practices in customer satisfaction and service delivery.
Maintain strong knowledge of client products and services while meeting KPI requirements.
Collaborate closely with developers and cross-functional teams to resolve issues effectively.
Requirements
Fluency in English (C1–C2 level).
Previous experience in team leadership, supervision, or coordination roles.
Experience mentoring team members and conducting performance reviews.
Solid understanding of customer support workflows, quality standards, and escalation procedures.
Ability to lead by example, manage priorities, and resolve conflicts constructively.
Experience designing and delivering training programs.
Hands-on experience with Zendesk.
Strong analytical and problem-solving skills.
Positive, proactive, and responsible work attitude.
Personal computer with at least 8GB RAM and a stable internet connection (minimum 50 Mbps download / 40 Mbps upload).
Backup power supply.
What SupportYourApp Offers
Fixed working hours: Monday to Friday, 09:00–18:00 CET.
Fully remote work arrangement.
Inclusive, international work culture.
Compensation paid in USD.
Referral rewards program.
Support for work-life balance, including an internal health policy.
Development-focused leadership and long-term collaboration opportunities.
Strong emphasis on self-development and skill growth.
Trust-based culture with no time-tracking requirements.
Note: Benefits and conditions may vary depending on contract terms. All details will be confirmed in the final agreement.
SupportYourApp is an equal opportunity employer and values diversity. All qualified candidates are considered without regard to race, gender, age, disability, or any other protected characteristic.
If you’re a motivated support professional ready to lead teams and deliver outstanding customer experiences, apply now by submitting your CV in English.