Team Leader – Tech Support

About the role

The Customer Service Team Leader will drive a high‑performance culture within Nutun RX’s tech support team. You will inspire, coach and guide agents while ensuring service excellence in a fast‑paced, international shift environment.

Key responsibilities

• Supervise daily operations of the customer service team and coordinate shift coverage.
• Monitor productivity, service levels and KPIs such as FCR, CSAT, AHT and Utilisation.
• Generate performance and operational reports for leadership.
• Analyse call data to improve processes and service delivery.
• Lead onboarding, training and one‑on‑one coaching for new and existing team members.
• Motivate the team, manage attrition and promote engagement.
• Provide live‑interaction feedback and conduct regular team meetings.
• Ensure compliance with internal procedures, security standards and audit requirements.

Required profile

• Grade 12 / Matric; a diploma or degree is advantageous.
• Minimum 3 + years experience in a customer service contact‑centre.
• At least 1 year in a supervisory or team‑leader role.
• Flexibility to work international shifts from South Africa.
• Own vehicle preferred for shift requirements.

Required skills

• Proficiency in Microsoft Excel, Word and PowerPoint.
• Experience with Google Suite.
• Strong data compilation, analysis and reporting abilities.
• Knowledge of quality‑assurance and coaching methodologies.
• Ability to review call recordings and identify service gaps.
• Familiarity with efficiency metrics such as First Contact Resolution, CSAT, AHT and Utilisation.