Overview
CX Team Lead Jobs in Cape Town, South Africa at TalentPop App
Overview
Lead with Impact as Our Next Customer Service Team Lead. Do you thrive in guiding teams toward success? At Talent Pop, we’re looking for a Customer Service Team Lead who can motivate, mentor, and elevate our customer support teams to deliver exceptional service for e-commerce brands. This is a dedicated client role, and previous hands-on experience using Gladly is required. If you’re a results-driven leader who knows how to balance people management with operational excellence, we’d love to hear from you.
What You’ll Bring To The Table
- Previous hands-on experience using Gladly is required (non-negotiable).
- Minimum 3 years of leadership experience in a customer service environment.
- Proven background in e-commerce customer service (Shopify, Big Commerce, or Amazon experience is a plus).
- Strong command of English, both written and spoken.
- Familiarity with support tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
- Track record in managing KPIs, attendance, and performance with precision.
- Experienced in regular team coaching, one-on-one mentoring, and performance reviews.
- Ability to assess team well-being and provide support where needed.
- Analytical skills to create, interpret, and act on performance reports.
Your Day-to-Day
- Lead and monitor the performance of your assigned agents to ensure KPIs are consistently met or exceeded.
- Conduct regular coaching sessions and provide personalized guidance to help team members succeed.
- Evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.
- Promote a positive, supportive, and high-performance culture.
- Leverage your Gladly expertise to support client operations and guide your team in delivering exceptional customer experiences.
Schedule
Full-time, Monday to Friday | US PST Time Zone
Why Join Talent Pop?
- Performance and recognition 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).
- Minimum 20 Mbps internet speed (download and upload).
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Title: CX Team Lead
Company: TalentPop App
Location: Cape Town, South Africa
Category: