Remote Customer Service Team Lead, Cape Town

Join Our Team as a Team Lead! Are you an experienced leader with a passion for customer service and e-commerce? We are on the lookout for dedicated Team Leads to manage and inspire our Virtual Assistants. If you're ready to take your career to the next level, we want to hear from you!

Ideal Candidate

At least 3 years as a Team Lead and 3 years in Customer Service.

Excellent English communication (both written and spoken).

Experience with Shopify, BigCommerce, and/or Amazon is a plus.

Familiarity with G Suite, Zendesk, Freshdesk, Intercom, or Gorgias is advantageous.

Strong skills in managing performance, attendance, and KPIs.

Proficient in bi-weekly team coaching and 1-on-1 sessions.

Able to assess agent health, safety, and welfare effectively.

Skilled in creating and analyzing performance reports.

Experienced in conducting performance reviews and recommending agent development.

Responsibilities

Oversee agent performance, including reporting and attendance, ensuring KPIs are met.

Provide bi-weekly and one-on-one coaching, addressing agents’ health, safety, and support needs.

Conduct semi-annual performance reviews, recommending growth, promotions, and appraisals.

Work Hours US PST, Monday to Friday (Full-Time, Long-Term)

Compensation&Perks

Performance&Recognition Bonuses

Health and dental insurance

Paid time-offs

Performance and recognition incentives

End-of-year bonus

PC&Internet Requirements

A personally-owned PC with at least an i5 processor (or equivalent)

Minimum 20 Mbps upload and download speed

Ready to lead and make a difference? Apply now and join our dynamic team!

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