Customer Support Team Lead Full Time

Responsibilities:

• Lead, coach and motivate your team.
• Address team stress points in real-time.
• Mentor agents on company values and behaviors.
• Create team development and building environment.
• Push team to improve through metrics and challenges.
• Conduct monthly performance reviews.
• Implement performance improvement plans.
• Assess service failures and root causes.
• Ensure SOPs are communicated to the team.
• Manage and resolve people-related issues.
• Provide feedback to CSM on team performance.
• Review and approve overtime for payroll.
• Ensure high-quality customer service.

Requirements:

• Matric essential.
• Call Centre diploma or equivalent (advantageous).
• 2+ years as a people manager.
• 2-3 years call centre experience.
• 1-2 years eCommerce support experience.
• High computer literacy, including Google suite.
• Experience with CRM systems like Freshdesk.
• Comfortable multitasking in a fast-paced environment.
• Leadership and mentorship skills.
• Results-oriented.
• Structured and process-driven.
• Understands agent and customer emotions.
• Clear and concise communication.
• Solution-oriented.
• Resourceful with research skills.
• Basic math and numeracy understanding.
• Strong organizational and time management.
• Internet savvy and e-commerce knowledge.
• Proactive and self-motivated.

Benefits:

• Flexible remote working model.
• Collaborative and engaging office environment.
• Access to the best talent and inspiring culture.
• Security within a startup.
• Opportunities for career growth.
• Generous paid holidays and leave options.
• Birthday leave.
• Exclusive shopping discounts.