Customer Service Team Leader

About the role

The Customer Service Team Leader will drive a high‑performance culture within the support team, ensuring service excellence in a fast‑paced, international environment. The role blends hands‑on floor presence with coaching, training, and operational oversight.

Key responsibilities

• Supervise daily operations of the customer service team and coordinate shift coverage.
• Monitor productivity, service levels, and KPIs, generating performance reports for leadership.
• Analyse call data to improve processes and enhance service delivery.
• Lead onboarding, training, and one‑on‑one coaching for new and existing agents.
• Motivate the team, manage attrition, and maintain high engagement.
• Provide live interaction monitoring and constructive feedback.
• Handle escalations, second‑tier support, and technical issue resolution.
• Maintain and improve knowledge‑base content, macros, canned responses, and documentation.
• Conduct root‑cause analysis of recurring customer issues.

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.
• Experience working international shifts from South Africa with schedule flexibility.
• Own vehicle preferred for 7‑day operations.

Required skills

• Proficiency in MS Office (Excel, Word, PowerPoint).
• Proficiency in Google Suite.
• Experience with AI‑assisted customer support tools and validation of AI‑generated responses.
• Strong product knowledge and systems competency, including knowledge‑base management.