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Customer Support Team Lead

Customer Support Team Lead

BashCape Town, Western Cape, South Africa
30+ days ago
Job description

WHAT YOU’LL DO :

  • Lead & Motivate Your Team : Inspire and guide a team of customer support agents, ensuring they meet performance goals and deliver high-quality service to customers.
  • Drive Performance : Track KPIs (CSAT, response time, FCR). Use data to challenge and encourage the team to constantly improve.
  • Coaching & Development : Provide regular coaching, feedback, and performance reviews. Develop personalized improvement plans for agents to support growth and performance.
  • Process Improvement : Identify inefficiencies and streamline processes to enhance team effectiveness and customer satisfaction.
  • Escalation Handling : Resolve complex customer issues and escalate when necessary to maintain top-notch customer experience.
  • Team Development & Engagement : Foster a positive team culture, engage with agents to promote morale, reduce turnover, and build a high-performing team.
  • Support Coverage : Manage shift planning for optimal coverage, especially during peak periods. Monitor real-time performance to meet service levels.
  • QA & Compliance : Conduct regular contact audits and ensure adherence to policies and compliance standards.
  • Employee Wellbeing : Address team stress points and people-related challenges to ensure a smooth operation and positive work environment.
  • Reporting & Collaboration : Provide updates to leadership on team performance, identify trends, and collaborate with cross-functional teams.

WHO YOU ARE :

This job is for you if you have :

  • Matric (Essential)
  • Experience : 2+ years of people management and call center experience; 1-2 years in eCommerce support.
  • Tech-Savvy : Proficient in CRM systems (e.g., Freshdesk, Zendesk) and Google Suite.
  • Leadership : Strong coaching and mentoring skills, with a focus on performance and development.
  • Customer-Focused : Ability to understand both customer and agent needs to improve processes and experiences.
  • Results-Oriented : Proven track record in achieving team goals and maintaining high-quality service.
  • Organised : Strong time management and multitasking skills in a fast-paced environment.

    • Skills you already have :

  • Well spoken and can communicate clearly & concisely
  • Solution Finder
  • Resourceful - Enjoy research and learning
  • Basic understanding of math & numeracy
  • Strong organizational and time management skills
  • Internet savvy, familiarity with e-commerce
  • Must have a sense of urgency, be self-motivated, and be proactive

    • JOINING THE BASH TEAM

    We empower our people to choose where they would like to do their best work, with the tools they need to get there. We also encourage travel so we can make magic happen face to face . Our offices are a vibe, decked out to make collaboration easy and help our team create lasting connections with each other. We bring teams together for planning, celebration, ideation and onboarding, and more.

    BASH PERKS

    Our perks are supercharged by intangible benefits, like the optionality that comes with building a hyper growth business, being surrounded by the best talent in the biz and building great products that wow our customers and drive growth for our country.

    Best of the Best - The wealth of talent we have will surprise and inspire you

    Security within a startup - The best of both worlds. TFG's buy-in lets us invest in the people and initiatives we believe in.

    Agency and Optionality - Use the ambition and collective force of our talent to drive your career in the direction you dream.

    Connection and Friendship - We make sure you connect, laugh and have fun with the team. Play hard, work hard vibes.

    Top $$ - The best people, in the right roles, earning at the top tier.

    Your Time - We’ve got generous paid holiday, wellbeing leave and even Birthday leave for you to enjoy when you need it.

    Exclusive Shopping Discount - Save when you shop across over 500 brands in-store and on bash.com.

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    Team Lead • Cape Town, Western Cape, South Africa