Customer Excellence Night Shift Team Leader

About the role

We are looking for a Night Shift Team Leader to drive excellence in our after‑hours customer service operations. You will lead a group of Customer Excellence Agents, ensuring fast, reliable, and human‑centred support for broadband customers across all channels.

Key responsibilities

• Lead, mentor and coach a team of agents to deliver best‑in‑class support.
• Manage a rotating monthly night‑shift roster to provide 24/7/365 coverage.
• Oversee fault resolution via phone, email, chat, social media and other channels.
• Handle planned and unplanned incidents from start to finish.
• Embed First Contact Resolution as the standard approach.
• Support agents with queries and act as escalation point for complex issues.
• Monitor customer experience through feedback loops and KPI tracking.
• Drive operational efficiency and collaborate with internal and external teams.
• Manage performance of outsourced partners and agents.

Required profile

• Proven experience leading a customer service team or second‑tier support in a contact‑centre environment.
• Strong partnership mindset for working with external contact‑centre partners.
• Background in technical support and in‑app chat interactions.
• Coaching‑first attitude that empowers and challenges the team.

Required skills