Customer Service Team Lead

KEEN; Cape Town; On-site; ZAR 360,000 - 480,000; Full time

Benefits offered by this job

Medical Aid

Attendance & Timeliness Bonus

Transport Allowance

Monthly Performance Bonus

Birthday Leave

Job summary

Keen in Salt River, Cape Town, is seeking a Customer Service Team Leader to guide a global client-serving team. You will coach agents, monitor key metrics, and drive performance improvements across FCR, CSAT, and QA while managing escalations and client feedback.

The role requires strong leadership, relationship management, and the ability to adapt to fast-paced shifts in a 24/7 environment. You will partner with Operations, QA, Training, and WFM to maintain service excellence.

Qualifications

• 3–5+ years in customer service, customer experience, or operations.
• 1–2+ years in a leadership role.
• Strong people and performance management abilities.
• Skilled in coaching, training, or performance management.
• Comfortable interpreting performance data and using insights to coach the team.

Responsibilities

• Lead, coach, and develop a team of Customer Service Agents.
• Monitor and improve team performance focusing on FCR, CSAT, QA, productivity.
• Conduct regular 1:1s, QA reviews, coaching sessions and performance conversations.
• Identify whether performance gaps are due to skill or will and take action.
• Manage escalations and support agents with complex customer situations.
• Build and maintain relationships with clients and stakeholders.
• Track performance data and identify trends, gaps, and improvement opportunities.
• Collaborate with Operations, QA, Training, and Workforce Management.

Skills

Leadership

People management

Coaching

Data-driven coaching

CRM experience

Tools

Zendesk

Salesforce

Job description

About Keen

At Keen, we don't just deliver services we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

About the Role

We're hiring a Customer Service Team Leader to lead and develop a high-performing customer service team supporting a global client.

What You’ll Do

• Lead, coach, and develop a team of Customer Service Agents
• Monitor and improve team performance, focusing on FCR, CSAT, QA, productivity, and other key metrics
• Conduct regular 1:1s, QA reviews, coaching sessions, and performance conversations
• Identify whether performance gaps are related to skill or will and determine the appropriate action
• Manage escalations and support agents with complex customer situations
• Build and maintain strong relationships with clients and key stakeholders
• Receive and action client feedback while balancing client and operational requirements
• Track performance data and identify trends, gaps, and opportunities for improvement
• Manage daily priorities, queue health, shift coverage, and team accountability
• Collaborate with Operations, QA, Training, and Workforce Management
• Ensure processes and client requirements are consistently followed
• Adapt quickly to changing client requirements and operational priorities

What We’re Looking For

• 3–5+ years in customer service, customer experience, or operations, including 1–2+ years in a leadership role
• Strong experience in people and performance management
• Strong coaching and development skills, with an understanding of different learning styles
• Able to identify whether performance issues require coaching, training, support, or performance management
• Confident handling difficult conversations and holding team members accountable
• Comfortable interpreting performance data and using insights to drive coaching and team performance
• Strong understanding of FCR, CSAT, QA, and other customer experience metrics
• Excellent client relationship and stakeholder management skills
• Strong communication skills with the ability to work professionally with global and U.S.-facing clients
• Strong systems aptitude and experience using CRM or customer service platforms such as Zendesk, Salesforce, or similar
• Highly adaptable and comfortable working in a fast-paced, constantly changing environment
• Strong organisational and prioritisation skills, with the ability to make decisions based on urgency, client impact, and operational risk
• Calm, proactive, and decisive under pressure

Schedule & Location

• Keen supports clients around the world and operates in a 24/7/365 environment. Team members are scheduled across a variety of shifts, so flexibility to work different shift patterns is essential.
• This is a full-time, office-based role located in Salt River.

Why Join Keen?

Join a collaborative, high-performing team where your growth is a priority. We invest in our people through ongoing learning, career development, an annual Professional Development Budget, and Birthday Leave.

Compensation

• Competitive Base Salary
• Medical Aid
• Attendance & Timeliness Bonus
• Transport Allowance
• Monthly Performance Bonus