Overview
Customer Service Team Lead Jobs in Stellenbosch, Western Cape, South Africa at TalentPop App
Title: Customer Service Team Lead
Company: TalentPop App
Location: Stellenbosch, Western Cape, South Africa
Lead High-Performing Customer Support Teams from Anywhere
Exceptional customer experiences start with exceptional leaders. TalentPop is seeking an experienced Customer Service Team Lead who knows how to inspire teams, drive performance, and deliver operational excellence in a fast-paced e-commerce environment.
This is a dedicated client-facing role, and previous hands-on experience using Gladly is a strict requirement. If you’re passionate about coaching people, improving performance, and leading by example, we’d love to meet you.
What We’re Looking For
- Hands-on experience using Gladly is required (non-negotiable).
- At least 3 years of experience leading customer service or support teams.
- Strong background supporting e-commerce brands (Shopify, Amazon, BigCommerce, or similar platforms).
- Excellent written and verbal English communication skills.
- Experience with customer support platforms such as Zendesk, Gorgias, Intercom, Freshdesk, or similar.
- Proven ability to manage KPIs, productivity, attendance, and quality metrics.
- Skilled in coaching, mentoring, conducting one-on-ones, and performance management.
- Strong analytical mindset with experience creating and interpreting reports.
- A collaborative leadership style that promotes accountability and continuous improvement.
What You’ll Do
- Lead, coach, and develop a team of customer service professionals.
- Monitor daily performance to ensure service levels and KPIs are consistently achieved.
- Conduct regular coaching sessions that help team members grow professionally.
- Complete bi-annual performance evaluations and identify development opportunities.
- Foster an engaging, supportive, and results-focused team culture.
- Apply your Gladly expertise to support client operations and elevate the customer experience.
Work Schedule
Full-time | Monday to Friday | US PST
Why You’ll Love Working with TalentPop
- Performance-based bonuses
- Health and dental insurance
- Paid time off
- Year-end bonus
Technical Requirements
- Personal computer with at least an Intel i5 processor (or AMD equivalent).
- Reliable internet connection with a minimum speed of 20 Mbps (download and upload).
Ready to lead with confidence? If you have the leadership experience and Gladly expertise we’re looking for, we’d love to hear from you.