Customer Success Team Lead (Remote)
TalentPop AppWorkFromHome, Western Cape, South Africa1 day ago
Job type
- Remote
Job descriptionMaintain 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. Serve as the final point of contact for complex, high‑stakes customer issues and priority escalations, resolving them with professionalism and speed. Mentor agents through challenging scenarios, conduct case reviews, and provide targeted, continuous feedback to elevate team quality scores and efficiency. Identify recurring bottlenecks and inefficiencies in workflows and SOPs, and develop and implement proactive solutions to streamline operations. 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. 3‑5 years of hands‑on experience in a high‑volume BPO environment, specifically supporting external clients. 1‑2 years of proven experience in a senior customer service, team lead, or supervisory role. Exceptional ability to manage operational challenges, adapt to changing priorities, and solve complex customer and team issues on the fly. Meticulous organizational skills, a proactive, detail‑oriented approach to management, and an unwavering commitment to quality output. Full proficiency with modern support platforms (Zendesk, Gorgias, Kustomer, Intercom, etc.). Experience with e‑commerce platforms such as Shopify or Magento is a strong plus. A dedicated, quiet workspace. Stable, wired primary internet connection (20 Mbps+ minimum) and a proven, functional backup internet solution. Modern computer capable of multi‑tasking (i5 / Ryzen 5 equivalent or higher processor, 8 GB RAM minimum). Mandatory backup power plan (UPS, generator, or alternative working location) to ensure 100 % schedule adherence. 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.
About the Role
TalentPop is 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. As the Chief Operator for your client’s success, you will directly ensure our agents deliver world-class service and meet all key performance indicators (KPIs).
Responsibilities
Qualifications
Remote Tech Requirements
Benefits & Perks
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!
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Team Lead • WorkFromHome, Western Cape, South Africa
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