AU Customer Experience Execution Lead

The Working Earth; Wes-Kaap; On-site; ZAR 360,000 - 600,000; Full time

Job summary

The Working Earth is seeking a skilled Team Lead in customer service to manage complex queries, system escalations and day-to-day operations, acting as SME and coaching agents to uphold service standards.

You will monitor KPIs, drive improvements to the customer journey, and report trends with claims and operations teams. The role follows Australian hours (Mon–Fri, 12:00 AM–8:00 AM) and is office-based in South Africa.

Qualifications

• 3+ years’ experience as a Team Lead in a customer service environment.
• Excellent written and verbal communication skills.
• Strong problem-solving and analytical ability.
• Experience working with customer service metrics and reporting.
• Excellent organisation and prioritisation skills.
• A proactive, practical and hands-on approach.
• The ability to build strong relationships across teams.
• A willingness to become an expert in insurance products, systems and processes.
• The confidence to work independently and take ownership of operational challenges.

Responsibilities

• Acting as the SME for complex customer queries and system escalations.
• Supporting inbound calls, emails and chat during busy periods.
• Handling customer complaints and escalations professionally.
• Monitoring CX activity, service levels and performance metrics.
• Identifying process and customer journey improvements.
• Developing and maintaining SOPs, knowledge bases and training documentation.
• Monitoring interaction quality and ensuring policy/process compliance.
• Working closely with claims and operational teams.
• Reporting on customer trends, performance and operational challenges.
• Driving practical improvements that increase efficiency without compromising service quality.

Skills

Team Lead experience

Excellent communication

Problem-solving

Metrics & reporting

Organisation & prioritisation

Hands-on approach

Cross-team collaboration

Insurance product familiarity

Independent ownership

Job description

Responsibilities

• Acting as the SME for complex customer queries and system escalations


• Supporting inbound calls, emails and chat during busy periods


• Handling customer complaints and escalations professionally


• Monitoring CX activity, service levels and performance metrics


• Identifying process and customer journey improvements


• Developing and maintaining SOPs, knowledge bases and training documentation


• Monitoring interaction quality and ensuring policy/process compliance


• Working closely with claims and operational teams


• Reporting on customer trends, performance and operational challenges


• Driving practical improvements that increase efficiency without compromising service quality

Requirements

• 3+ years’ experience as a Team Lead in a customer service environment


• Excellent written and verbal communication skills


• Strong problem-solving and analytical ability


• Experience working with customer service metrics and reporting


• Excellent organisation and prioritisation skills


• A proactive, practical and hands‑on approach


• The ability to build strong relationships across teams


• A willingness to become an expert in insurance products, systems and processes


• The confidence to work independently and take ownership of operational challenges

Working hours: Monday–Friday, 12:00 AM–8:00 AM (Australian hours) and is office based.