Customer Service Team Leader

Keen; Cape Town; On-site; ZAR 350,000 - 550,000; Full time

Benefits offered by this job

Medical Allowance

Transport Allowance

Attendance & Timeliness Bonus

Monthly Performance Bonus

Job summary

Keen is hiring a Customer Service Team Lead to support a global client in POS tech and delivery space. You'll lead a frontline team of 12-15 agents delivering high-quality service to restaurant partners and merchants across the U.S.

This hands-on leadership role suits someone with experience in food delivery platforms, POS systems, or vendor tech. You will mentor the team, handle escalations, and drive improvements in a fast-paced support environment.

Qualifications

• 3–5+ years in customer service or tech support, with 1–2+ years in leadership.
• Experience with restaurant tech, delivery platforms, or POS systems is highly preferred.
• Familiar with food ordering, menu management, and third-party integrations.
• Strong ticket handling, queue management, and escalation practices.
• Technical confidence with hardware issues and SaaS workflows.
• Excellent verbal and written English (C1+).
• Comfort working across hybrid/remote teams (US time zones).

Responsibilities

• Lead a frontline team of 12-15 Customer Service Agents.
• Monitor SLAs, CSAT, QA, and productivity and drive improvements.
• Escalate complex technical issues and high-impact cases.
• Guide agents through real-time troubleshooting of POS errors and integrations.
• Conduct regular 1:1s, QA reviews, and coaching for development.
• Collaborate with internal teams and platform partners to resolve issues.
• Lead daily stand-ups and manage queue health and shift coverage.
• Support onboarding and training of new team members.
• Track metrics and provide insights on support workflows.
• Ensure high performance in a 24/7 global environment.

Skills

Customer service

Leadership

Tech support

English proficiency

Tools

Zendesk

Intercom

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 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. Keen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales. We're not a legacy BPO. We're a partner in growth and that's where you come in.

About The Role

We're hiring a Customer Service Team Lead to support a global client in the POS (point of sale) tech and delivery space. You'll be responsible for leading a frontline team of 12-15 agents, ensuring they deliver consistent, high-quality service to restaurant partners, food vendors, and merchants across the U.S.

This is a hands-on leadership role ideal for someone with industry experience supporting food delivery platforms, POS systems, or vendor tech. You should be confident handling complex technical escalations, leading by example, and mentoring a team toward excellence in a fast-paced, high-pressure support environment.

What You'll Do

• Manage, coach, and inspire a team of 12-15 Customer Service Agents
• Monitor and improve team performance, focusing on SLAs, CSAT, QA, and productivity
• Serve as an escalation point for complex technical issues, customer churn risk, and high-impact cases
• Guide agents through real-time troubleshooting including POS errors, order failures, hardware disconnects, and integration bugs
• Conduct regular 1:1s, QA reviews, and coaching sessions to ensure agent development
• Align with internal teams and platform partners (e.g., UberEats, Rappi, DoorDash) to resolve systemic or integration-related issues
• Lead daily stand-ups, manage queue health, and ensure shift coverage and accountability
• Collaborate with operations, workforce management, QA, and training teams to build a high-performing unit
• Track key metrics and provide insights to drive improvements across support workflows
• Contribute to onboarding and training of new team members, especially in platform-specific tools and processes

Requirements

What We’re Looking For

• 3-5+ years in customer service or tech support, including 1-2+ years in a leadership role
• Prior experience supporting restaurant tech, delivery platforms (UberEats, DoorDash, Rappi, DiDi), or POS systems (Toast, Square, Lightspeed, etc.) is highly preferred
• Familiarity with food ordering systems, menu management, and third-party integrations
• Strong understanding of ticket handling, queue management, and escalation paths in a high-volume support environment
• Technical confidence you’re comfortable navigating hardware issues, connection errors, and SaaS workflows
• Excellent verbal and written English (C1 or greater), with the ability to guide, coach, and motivate clearly
• Calm, empathetic, and decisive in high-pressure situations you lead from the front
• Experience working with support platforms like Zendesk, Intercom, Salesforce, or similar
• Comfortable collaborating across hybrid and remote environments, particularly with U.S.-based teams
• High attention to detail and a proactive mindset

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 to ensure continuous support, so flexibility to work different shift patterns is essential
• This is a full-time, office-based role located in Salt River
• Monthly Transport Allowance or company-provided transport for qualifying shifts

Benefits

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 to celebrate your special day.

Compensation

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

Career Growth:

High-performing team members have opportunities to progress Team Managers, QA, Operations or Support

Global Support Environment

As we support clients across different time zones, Keen operates in a 24/7/365 environment. Team members should be comfortable working flexible schedules to support our clients and deliver an exceptional customer experience.