Customer Experience Team Leader

The Legends Agency; Cape Town; Hybrid; ZAR 200 000 - 300 000; Full time

Job summary

A dynamic logistics firm is seeking a Customer Experience Team Leader in Cape Town to oversee a customer service team. You will lead initiatives, manage escalated inquiries, and ensure service excellence. Ideal candidates will have 3-5 years experience in a leadership role, strong communication skills, and a solution-focused mindset. Initially remote, the role transitions to in-office work within 3 months. Competitive monthly salary up to R40,000 offered.

Qualifications

• 3-5 years of experience managing a customer service or support team.
• Skilled in conflict resolution and escalation handling.
• Proactive and solution-focused with team coaching skills.

Responsibilities

• Oversee daily operations of the customer service team.
• Manage daily performance and workloads of the team.
• Handle escalated customer enquiries and complaints professionally.
• Drive continuous improvement initiatives to enhance customer experience.
• Lead hiring and performance management with the Leadership Team.

Skills

Conflict resolution

Communication

Attention to detail

Team coaching

Solution-focused mindset

Job description

Overview

Customer Experience Team Leader — Lead and inspire a dynamic customer service team for a growing UK-based logistics business. Cape Town (Remote to start, office-based within 3 months), up to R40,000/month.

About Our Client

Our client is a UK-based logistics and supply business experiencing strong growth, with operations supported by a South African-based team. They are focused on delivering excellent customer service and maintaining high standards in order fulfilment, communications, and operational coordination. This is a great opportunity to join a business that values diligence, teamwork, and continuous improvement.

The Role

Customer Experience Team Leader — This role exists to oversee the daily operations of the customer service team, ensuring customer queries, orders, and complaints are handled efficiently and with care. You will be responsible for upholding service excellence, improving internal processes, and supporting cross-functional collaboration with the Operations, Sales, and Purchasing teams.

Key Responsibilities

• Minimum 3-5 years in a customer service team leadership role

• Manage the customer service teams daily performance and workloads

• Handle escalated customer enquiries and complaints professionally

• Ensure all sales team service commitments are delivered accurately and promptly

• Step in to cover for team absences, ensuring no disruption to service

• Drive continuous improvement initiatives to enhance customer experience

• Monitor service performance against KPIs and SLAs

• Lead hiring and performance management, with final decisions agreed with the Leadership Team

About You

• 3-5 years of experience managing a customer service or support team

• Skilled in conflict resolution, communication, and escalation handling

• Strong attention to detail and accuracy in customer communications

• Proactive, solution-focused mindset with the ability to coach and guide a team

• Open to feedback, collaborative, and committed to delivering results

• Comfortable starting in a remote setup with a transition to in-office work in Cape Town within 3 months