Customer Support Team Lead

Overview

WHO WE ARE AT BASH

We are a team of leaders, bold thinkers and friends, and we’re on a mission to create remarkable omni-channel experiences for our customers. We believe that by being Bold, Accountable, Simple and Human , our values will lead us forward, keeping us real, connected and directed. By leveraging the power of technology and exceptional talent , we are building products that bring the physical and digital world together to create communities that prosper. This journey requires grit, ambition and teamwork as we transform SA retail for the better .

Now is the time to jump onboard. We are creating a leading omni-channel retailer that seamlessly offers customers : digital and physical shopping experiences, wide-ranging logistics services, bespoke financial services, and value-added services and are looking for a new Customer Support Team Lead to join our Customer Support team. The Customer Support Team Leader will play a pivotal role in leading, coaching, and mentoring our team to deliver exceptional service while driving performance and continuous improvement. If you have a passion for customer service, team development, and operational excellence, this could be the perfect opportunity for you!

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 key performance indicators (KPIs) like CSAT, response time, and 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 work with the team to streamline processes. Continuously look for ways to enhance team effectiveness and customer satisfaction.
• Escalation Handling : Resolve complex customer issues and escalate when necessary, ensuring that customer experience remains top-notch.
• Team Development & Engagement : Foster a positive and supportive team culture. Engage with agents regularly to promote morale, reduce turnover, and build a high-performing team.
• Support Coverage : Manage shift planning to ensure optimal team coverage, particularly during peak periods. Monitor team performance in real-time to meet service levels.
• QA & Compliance : Conduct regular contact audits, ensuring quality service delivery. Ensure adherence to company policies and compliance standards.
• Employee Wellbeing : Address team stress points and people-related challenges, including absenteeism, to ensure a smooth operation and positive work environment.
• Reporting & Collaboration : Provide regular updates to leadership on team performance, identify trends, and collaborate with cross-functional teams to align on goals.

Who you are

Skills you already have

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 but we also encourage our teams to travel so we can also make magic happen face to face . Our offices are a vibe, which doesn’t hurt. They are 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 our 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.

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