The Platform Support Team Leader leads and oversees the Platform Support team at Optix — the first point of contact for clients experiencing software-related issues, inquiries, or incidents. This role is accountable for the day-to-day performance of the Platform Support Agents, ensuring first-line technical support is delivered accurately, consistently, and within SLA across all communication channels and time zones.

The Platform Support Team Leader combines hands-on support credibility with people leadership — coaching and developing agents, managing workload and coverage, handling escalations, and keeping the Support Specialist informed of team performance, risks, and improvement opportunities. The role reports to the Support Specialist and acts as the bridge between frontline Platform Support delivery and the wider Support Excellence function.

Key Objective: To build and lead a high-performing Platform Support team that delivers responsive, accurate, and empathetic first-line technical software support — ensuring SLAs are met, escalations are well-managed, and every client leaves the interaction feeling heard, helped, and valued.

Team Leadership and People Management

• Lead, motivate, and support the Platform Support Agents — setting clear expectations, fostering accountability, and building a positive, collaborative team culture aligned to the Optix Promises.
• Hold regular one-on-ones, provide timely and constructive feedback, and manage individual performance against agreed KPIs, escalating people matters to the Support Specialist and HR where required.
• Support the recruitment, onboarding, and training of new Platform Support Agents — ensuring they reach competency in product knowledge, ticketing standards, and client communication quickly.
• Identify skills gaps and development opportunities within the team, and drive coaching plans that grow agent capability and prepare high performers for progression.
• Manage rosters, shift cover, leave, and workload distribution to ensure consistent Platform Support coverage across multiple regions and time zones.

Service Delivery and SLA Management

• Monitor live queues, ticket volumes, and backlog across phone, email, and chat — reallocating resources and prioritising work to protect SLAs and response times.
• Take ownership of Platform Support performance against key measures, including first-call resolution, resolution times, SLA adherence, escalation rates, and client satisfaction.
• Ensure agents triage, prioritise, and categorise incoming requests accurately in the ticketing system, and that urgent or high-impact incidents are identified and actioned without delay.
• Step in to support agents on complex or sensitive client interactions, modelling professional, patient, and solution-focused communication under pressure.

Escalation and Issue Management

• Act as first point of escalation for agents, escalating to Device Support, Technology, or the Support Specialist where required.
• Review escalation quality and coach agents to improve it.
• Keep clients informed throughout escalated cases, with clear ownership through to resolution.
• Escalate major incidents, client risks, and recurring issues promptly to support leadership.

Quality, Coaching and Knowledge

• Run quality reviews of calls, chats, emails, and tickets, turning findings into targeted coaching.
• Ensure ticket documentation in the CRM and ticketing system is accurate and complete.
• Keep the team current on product changes and maintain an accurate knowledge base.
• Promote client education to reduce repeat support requests.

Reporting and Continuous Improvement

• Prepare regular reports on ticket volumes, resolution rates, SLA performance, escalation trends, quality, and client satisfaction.
• Analyse ticket data to identify recurring issues and root causes, driving systemic fixes with Technology.
• Improve processes, tools, and ways of working to raise efficiency and client experience.

Cross-Functional Collaboration

• Work closely with the Support Specialist to align standards and priorities.
• Liaise with Technology, Product, Client Relations, Operations, and Logistics to resolve cross-functional client issues.
• Share frontline feedback in operational meetings to inform product and service improvements.

KEY OUTCOMES

Success in this role will be measured by:

• SLA adherence, first-call resolution, and time to resolution
• Client satisfaction and quality review results
• Team performance, engagement, and retention
• Escalation quality and speed of resolution
• Accuracy and insight of reporting
• Leadership confidence in Platform Support delivery

Education and Qualifications

• Essential: Matric (Grade 12) or equivalent
• Advantageous: Diploma or degree in Information Technology, Business Administration, or a related field; formal leadership, team management, or customer service qualification

Experience

• Minimum 3–5 years’ experience in a technical software support, helpdesk, or client-facing support role
• Minimum 1–2 years’ experience leading, mentoring, or supervising a support team (formally or as a senior agent)
• Hands-on experience with CRM and ticketing systems and technical software troubleshooting
• Experience in telematics, fleet management, or SaaS support environments is highly advantageous
• Experience supporting clients across multiple regions and time zones is advantageous

Skills and Competencies

• Leadership and Coaching: Ability to lead, motivate, and develop a team — giving clear direction, honest feedback, and consistent support
• Technical Credibility: Sufficient product and troubleshooting depth to guide agents and resolve complex Platform Support issues
• Communication: Excellent verbal and written communication — clear, professional, and empathetic with clients, colleagues, and leadership
• Operational Management: Structured and disciplined in queue management, prioritisation, rostering, and SLA monitoring
• Reporting and Analysis: Able to interpret support data, report accurately on performance, and turn insights into action
• Problem-Solving and Decision-Making: Calm, sound judgement when managing escalations, incidents, and competing priorities
• Collaboration: Works effectively across support, technology, and operations teams to resolve issues and improve processes
• Global Mindset: Comfortable working with clients and colleagues across regions, time zones, and cultures

Personal Attributes & Alignment with Optix Promises

The ideal candidate embodies the Optix Promises:

• Driven With Heart: Leads with genuine care for clients and for the team — understanding that responsive, accurate support is central to Optix’s promise of getting everyone safely home, and that supported people deliver better support.
• Create Possibility: Continuously looks for better ways to resolve issues, improve processes, and develop people — raising the quality of support delivered to clients and internal teams.
• Navigate Together, Thrive Together: Builds strong working relationships across Support, Operations, Logistics, and Technology — communicating openly and coordinating effectively so client issues are resolved without delay.
• Find Joy in the Journey: Takes genuine pride in the team’s success — celebrating problems solved, clients helped, and the growth of colleagues, while keeping a positive and resilient team environment.
• Accountable Always: Takes full ownership of team performance and outcomes — following through with accuracy, leading by example, and holding self and others to a high standard.