Customer Service Team Lead

Silvertree Brands; Cape Town; On-site; ZAR 300,000 - 450,000; Full time

Job summary

Join a leading company in pet care as a Customer Service Team Lead! You'll guide a passionate team, manage daily operations, and enhance customer experiences. If you love pets and have a knack for leadership and problem-solving, this role is for you. Enjoy a supportive environment with opportunities for growth and great discounts on pet products.

Benefits

Continuous training and growth opportunities

Great discounts on pet products

Supportive team environment

Qualifications

• At least 2 years’ experience leading or supervising a customer service team.
• E-commerce experience is a bonus.
• Comfortable with CRMs, chat tools, and dashboards.

Responsibilities

• Leading and coaching a small team of customer service representatives.
• Managing daily operations across emails, chats, and calls.
• Handling customer concerns with empathy and calm.

Skills

Leadership

Problem Solving

Communication

Empathy

Tech Savvy

Job description

Customer Service Team Lead – Join the Pet Heaven Family!

Are you a natural leader who loves helping others shine — all while chatting about our furry (and feathered!) friends?

If you’re all about people-first problem-solving and delivering top-notch service with heart, then we want to meet you!

About Pet Heaven:

At Pet Heaven, we’re passionate about making life better for pets and their humans. We offer a carefully curated range of high-quality pet food, treats, toys, and accessories — all sourced responsibly and with love. Shopping with us is easy, safe, and convenient, and our reliable delivery team makes sure pet essentials arrive right on your doorstep, every time. We’re proud to be a trusted name in pet care, committed to sustainability and ethical practices because we believe loving your pet means caring for the world they live in.

The Role:

We’re on the lookout for a Customer Service Team Lead to guide our friendly, remote customer service superheroes. You’ll be the go-to person for day-to-day support, coaching your team to deliver exceptional care, and helping to keep tails wagging and purrs coming. You’ll handle customer concerns with empathy and calm, spot important trends, and work closely with other teams to keep improving how we serve our customers and their pets.

What You’ll Be Doing:

● Leading and coaching a small, passionate team of customer service champs
● Managing daily operations across emails, chats, and calls — keeping everything running smoothly
● Handling tricky situations with kindness, confidence, and a steady hand
● Diving into customer feedback and data to help us do even better
● Collaborating with our logistics, marketing, and product teams to solve problems quickly
● Helping improve our tools and processes, because we’re always growing

What We’re Looking For:

● At least 2 years’ experience leading or supervising a customer service team (e-commerce experience is a bonus!)
● A people-person who stays cool under pressure and loves solving problems
● Someone who motivates others, communicates clearly, and keeps the team connected
● Comfortable with tech — CRMs, chat tools, dashboards, you name it!
● A true pet lover who understands what it means to care for animals and their families

What You’ll Get:

● A warm, welcoming team that appreciates you
● Continuous training and a clear path for growth with the support of our Head of Customer Service
● Great discounts on all our pet goodies — your pets will love you even more!
● The chance to be part of a company that’s changing pet care for the better

If you’re ready to lead a team that’s as passionate about pets as you are, come join Pet Heaven!

Apply today and help us keep those tails wagging!