Customer Service Team Lead AI-Driven, High-Volume Support

Johannesburg

On-site

ZAR 420,000 - 480,000

Full time

7 days ago

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Job summary

Trending Talent Solutions in Johannesburg seeks a Customer Service Team Leader to build a high-performance support culture. You will lead the team, coach members, manage escalations, and govern AI-generated responses while ensuring adherence to service standards.

Ideal candidates have 3+ years in customer service and at least 1 year in a supervisory role, with flexibility for international shifts and a valid vehicle. The role focuses on data-driven improvement and stakeholder collaboration.

Qualifications

Grade 12/ Matric.
A Diploma or Degree in a related field is advantageous.
Minimum 3+ years’ experience in a customer service contact centre environment.
At least 1 year in a team leader or supervisory role within a performance-driven environment.
Proficiency in MS Office (Excel, Word, PowerPoint) and Google Suite.
Strong product knowledge and systems competency.
Own vehicle is preferred due to international shift requirements and 7-day operations.
Must have experience working international shifts from South Africa with schedule flexibility.
Experience validating and governing AI-generated customer responses.
Experience working within AI-assisted customer support environments.
Experience within high-volume product support or technology support environments.
Experience managing escalations, second-tier support operations, or technical support functions.
Experience within high-volume product support or technology support environments.

Responsibilities

Provide supervisory support and coordinate daily operations of the customer service team.
Drive overall team performance and manage service delivery processes end to end.
Monitor productivity, service levels, and key performance metrics to ensure targets are met.
Generate performance and operational reports for leadership insights.
Analyse calls and data to enhance service delivery and process efficiency.
Lead onboarding, training, and coaching of new and existing team members.
Motivate the team, encourage high engagement, and manage attrition proactively.
Monitor live interactions and provide constructive feedback where needed.
Deliver one-on-one coaching sessions to improve individual and team performance.
Support seamless integration of new hires onto the floor.
Interact with clients and stakeholders as required (daily, weekly, monthly).
Ensure compliance with all internal procedures, customer service standards, and information security requirements.
Assist with data collection and reporting for audits.
Lead performance, skill development, and team culture initiatives to promote growth and innovation.
Conduct regular team meetings with recorded outcomes and follow-up actions
Lead root cause analysis initiatives and identify recurring customer issues and support trends.
Oversee maintenance and continuous improvement of knowledge base content, macros, canned responses, and support documentation.
Oversee maintenance and continuous improvement of knowledge base content, macros, canned responses, and support documentation.
Oversee support operations relating to billing, refunds, VAT, tax compliance, account access, phone verification, and privacy requests.
Drive trend reporting and provide operational recommendations based on recurring support issues and customer feedback.
Govern quality assurance frameworks to ensure adherence to support standards and resolution requirements.
Collaborate with product and technical stakeholders to resolve complex customer issues and drive operational improvements.