AI-Driven Customer Service Team Lead (B2B/B2C)

Black Pen Recruitment; Cape Town; On-site; ZAR 480,000 - 720,000; Full time

Job summary

Black Pen Recruitment represents a client seeking a Team Lead Customer Service for FMCG/B2B & D2C with Shopify. You will lead a 5–8 person CS team, shape service standards, and drive revenue through outbound activities and retention initiatives.

The role emphasizes AI-driven CS, escalation management, and cross-brand alignment across D2C, trade accounts, and marketplace channels. Onsite in Cape Town with a strong focus on customer delight and commercial growth.

Qualifications

• 3+ years in customer service with 1–2 years in a team-lead role, ideally in e‑commerce, D2C, FMCG or pet

Responsibilities

• Line manage 5–8 Customer Service Agents—hiring, onboarding, coaching and performance reviews.
• Plan rotas and coverage across channels during peak periods and promotions.
• Lead regular 1:1s and team huddles; provide structured feedback on conversations.
• Create and maintain training materials, product knowledge and brand tone guides.

Skills

Leadership

Customer service excellence

Channel management

Data-driven decisions

English proficiency

Outbound sales

AI usage in CS

Coaching & mentoring

Calm under pressure

Process optimization

Tools

Gorgias

Shopify

Klaviyo

Amazon Seller Central

Zendesk

Freshdesk

Job description

Black Pen Recruitment represents a client seeking a Team Lead Customer Service for FMCG/B2B & D2C with Shopify. You will lead a 5–8 person CS team, shape service standards, and drive revenue through outbound activities and retention initiatives.

The role emphasizes AI-driven CS, escalation management, and cross-brand alignment across D2C, trade accounts, and marketplace channels. Onsite in Cape Town with a strong focus on customer delight and commercial growth.