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Customer Success Team Lead (Remote)

Customer Success Team Lead (Remote)

TalentPop AppWorkFromHome, Eastern Cape, South Africa
6 hours ago
Job type
  • Remote
Job description

Customer Success Team Lead

Ready to Elevate E-commerce Support?

At TalentPop, we do not just answer tickets; we build competitive advantages for the world's fastest-growing E-commerce brands. We are looking for a Customer Success Team Lead—a highly experienced operational veteran and natural coach—to take ownership of a dedicated client support team and transform daily service into a revenue driver.

This is more than a supervisory role; you are the Chief Operator for your client's success, directly ensuring our agents deliver world-class service and meet all key performance indicators (KPIs). If you thrive in the fast-paced BPO environment, excel at operational troubleshooting, and are driven by developing others, this is your next career step.

What You'll Be Leading : Impact and Responsibilities

  • Operational Command : Maintain real-time oversight of all support channels (chat, email, voice), proactively managing queues, balancing workloads, and mitigating service risks to ensure SLAs are consistently met.
  • Expert Resolution and Escalation : Serve as the final point of contact for complex, high-stakes customer issues and priority escalations, resolving them with professionalism and speed.
  • Performance Coaching : Mentor agents through challenging scenarios, conduct case reviews, and provide targeted, continuous feedback to elevate team quality scores and efficiency.
  • Process Optimization : Identify recurring bottlenecks and inefficiencies in workflows and Standard Operating Procedures (SOPs). Develop and implement proactive solutions to streamline operations.
  • Knowledge Management : Take full ownership of all team resources, training materials, and support macros, ensuring they are always accurate, up-to-date, and fully compliant with client requirements.

Who You Are : Qualifications for Success

  • The BPO Veteran : 3-5 years of hands‑on experience in a high‑volume Business Process Outsourcing (BPO) environment, specifically supporting external clients.
  • The Leader : 1-2 years of proven experience in a senior customer service, team lead, or supervisory role. Virtual Assistant (VA) experience with team management responsibilities is highly valued.
  • The Problem Solver : Exceptional ability to manage operational challenges, adapt to changing priorities, and solve complex customer and team issues on the fly.
  • The Organizer : Meticulous organizational skills, a proactive, detail‑oriented approach to management, and an unwavering commitment to quality output.
  • The Tech Stack Expert : Full proficiency with modern support platforms (Zendesk, Gorgias, Kustomer, Intercom, etc.). E‑commerce platform experience (Shopify, Magento) is a strong plus.

    • Ready for Remote Success : The Tech Requirements

  • A dedicated, quiet workspace.
  • Internet : Stable, wired primary connection (20 Mbps+ minimum) and a proven, functional backup internet solution.
  • Hardware : Modern computer capable of multi-tasking (i5 / Ryzen 5 equivalent or higher processor, 8 GB RAM minimum).
  • Power Reliability : Mandatory backup power plan (e.g., UPS, generator, or alternative working location) to ensure 100% schedule adherence.

    • Our Investment in You : Perks and Benefits

  • Competitive salary with annual performance-based increases.
  • Comprehensive health and dental insurance or a monthly health stipend.
  • Generous Paid Time Off (PTO) package.
  • Holiday bonuses and performance incentives.
  • Permanent work-from-home flexibility.
  • Clear pathways for career progression within our rapidly expanding organization.

    • If you are ready to be the operational backbone of a high-performing remote team and drive measurable customer success for exciting E-commerce brands, apply now!

    Seniority level

  • Entry level

    • Employment type

  • Full-time

    • Job function

  • Other

    • Industries

  • IT Services and IT Consulting

    • Referrals increase your chances of interviewing at TalentPop App by 2x.

    Job located in Port Elizabeth, Eastern Cape, South Africa.

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    Team Lead • WorkFromHome, Eastern Cape, South Africa