Customer Excellence Team Leader

About the role

YouFibre is looking for a Customer Excellence Team Leader to drive human‑centred service across its broadband network. In this role you will lead a team of agents, ensure 24/7 coverage and embed a first‑contact resolution mindset.

Key responsibilities

• Champion the voice of the customer throughout the organisation.
• Lead, mentor and coach a team of Customer Excellence Agents.
• Maintain a rotating monthly rota to provide 24/7/365 service.
• Manage fault resolution across multiple channels and enforce first‑contact resolution.
• Monitor and improve customer experience through regular feedback loops.
• Conduct monthly 1:1 meetings to drive growth, engagement and performance.
• Drive operational efficiency and measure performance against defined KPIs.
• Promote cross‑functional collaboration to continuously elevate the customer journey.

Required profile

• Proven experience leading a customer service team in a contact‑centre or face‑to‑face environment.
• Hands‑on background in front‑line support and a track record of progressing to leadership.
• Strong understanding of technical support and social‑media customer interactions.
• Ability to thrive in a fast‑paced, evolving environment.

Required skills

• Experience with customer service ticketing systems.
• HubSpot.
• Microsoft Office suite.
• Microsoft Teams.
• Dialpad Telephony.
• Workforce management tools.
• Contact‑centre statistics and analytics.

What we offer

• Primarily remote work with a monthly remote‑work and connectivity allowance.
• Occasional in‑person training and team meetings (must be based in or around Johannesburg).
• Opportunity to lead a high‑performing team in a fast‑growing broadband provider.