Customer Care Team Leader

Role Purpose
The
Customer
Care Team Leader will lead and supervise the customer care team, ensuring customers receive timely, accurate and professional support. The role will be responsible for team performance, shift planning, quality assurance, escalations, reporting and continuo us improvement of customer service operations.
Key Responsibilities
Team Management
Supervise and support Customer Care Agents.
Prepare and manage daily and weekly shift schedules.
Ensure adequate coverage across day, evening and weekend shifts.
Monitor attendance, punctuality and adherence to scheduled shifts.
Conduct team briefings and regular performance check ins.
Coach team members and address performance gaps.
Customer Service Operations
Monitor incoming customer enquiries and ensure timely responses.
Handle escalated and complex customer cases.
Ensure customer complaints are investigated and resolved appropriately.
Monitor service levels and response/resolution times.
Ensure customer records and support tickets are accurately maintained.
Quality & Performance
Conduct regular quality checks on customer interactions.
Track individual and team KPIs.
Prepare daily/weekly customer service reports.
Identify trends, recurring issues and training needs.
Recommend improvements to customer service processes.
Launch Readiness
Support the training and onboarding of the care team before launch.
Develop and maintain FAQs, customer support scripts and escalation procedures.
Conduct mock customer scenarios and readiness exercises.
Ensure the team is fully prepared for the 26 November 2026 launch.
Coordinate additional temporary support during launch week.
Cross
Functional Collaboration
Work closely with Operations, Product/Technology, Marketing and Field teams to resolve customer issues.
Escalate system, payment or product issues to the appropriate department.
Provide customer insights to management to support product and operational improvements.
Key Requirements
Diploma or degree in Business, Customer Experience, Operations or a related field.
At least 3 years' experience in customer service/call centre operations, with supervisory or team leadership experience.
Experience managing customer service teams and shift based operations.
Strong communication and people management skills.
Strong analytical and problem-solving ability.
Experience with CRM, ticketing or customer support systems.
Ability to work in a fast paced startup or technology environment is an advantage.
Strong organizational skills and attention to detail.
Key Performance Indicators
Customer service response and resolution SLAs.
Customer satisfaction score.
Team productivity and quality scores.
First-contact resolution.
Escalation resolution rate.
Attendance and shift coverage.
Customer complaint resolution.
Accuracy and timeliness of reporting.
Team readiness for launch.
Application Process
Interested and qualified candidates should apply by emailing their detailed CV, cover Letter
(maximum 1 page) explaining their suitability for the role and Contact details for two professional referees to
.Shortlisting will be on rolling basis. Deadline for applying is October
DISCLAIMER:
The above statements are intended to describe the general nature and level of the work being performed by the
Customer Care Team Leader
. The statements are not intended to be an exhaustive list of all possible duties, tasks, and responsibilities. Management reserves the right to amend and change responsibilities to meet organizational needs as necessary. Please note that never request any form of payment from an applicant. Applicants are encouraged to confirm the information listed below prior to releasing any extensive personal information to the organization.