Customer Service Team Manager (WFH)

Galaxy Outsourcing Limited; Johannesburg; On-site; ZAR 200 000 - 300 000; Full time

Job summary

A direct-to-consumer pet care company is looking for a Customer Experience Team Manager in Johannesburg. The role involves leading a team of customer support specialists and driving service quality across various channels. Ideal candidates have a minimum of 2 years in customer service management and are adept at KPI tracking and team coaching. This full-time position offers competitive compensation and various benefits including annual leave and personal development budgets.

Benefits

27 days annual leave

Annual trip to the UK

Quarterly socials

10 days family responsibility leave

5 days fertility leave

R18000 personal development budget

Qualifications

• Minimum 2 years experience managing a customer service or CX team.
• Proven ability to track and deliver on quality KPIs.
• Experience in coaching and running performance review sessions.

Responsibilities

• Lead and develop a team of customer support specialists.
• Oversee daily operations and manage supervision.
• Collaborate with operations and marketing teams.

Skills

Customer service management

KPI ownership

Coaching and performance management

Analytical skills

Tech confidence with CX tools

Tools

Intercom

Zendesk

Google Workspace

Excel

Job description

Introduction

Customer Experience Team Manager

R18000 - R35000 pm dependent on experience

About the company

We are a fast growing direct to consumer pet care company transforming the way people feed and care for their cats. Our mission is simple : better nutrition transparency and service that genuinely puts pet wellbeing first. We manage everything from product innovation to manufacturing and customer support building trusted relationships with a growing base of loyal customers in the UK and abroad.

Duties & Responsibilities

About the role

We are looking for a Customer Experience Team Manager to lead a team of 6 to 10 customer support specialists. You will drive performance efficiency and service quality across every interaction channel from email and live chat to phone and social.

Minimum Requirements (non negotiable)

• Minimum 2 years experience managing a customer service or CX team within a direct to consumer (no physical shops) ecommerce or subscription based environment.
• Proven KPI ownership with the ability to track and deliver on targets for quality response time CSAT and productivity.
• Coaching and performance management expertise with confidence in running structured one to ones feedback sessions and development plans that build accountability and motivation.
• Analytical and process driven with comfort using reporting tools to download data interpret trends and apply insights to maintain high standards eliminate inefficiencies and drive continuous improvement.
• Tech confident with experience using CX systems such as Intercom Zendesk or similar Google Workspace and basic data tools like Sheets Excel and dashboards.

What you will do

• Lead coach and develop your team through regular one to ones and structured performance reviews.
• Oversee daily operations and queue management ensuring SLAs and quality benchmarks are consistently met.
• Analyse data and customer feedback to identify improvement opportunities and implement solutions.
• Collaborate cross functionally with operations product and marketing teams to enhance the customer journey.
• Foster a culture of ownership continuous improvement and pride in service quality.

Desired Experience & Qualification

Who you are

• Ideally a pet (cat) owner or willing to get one
• Calm pragmatic and effective under pressure.
• Customer focused empathetic and clear in communication.
• Naturally data driven and methodical in problem solving.
• Thrives in a fast-moving environment where no two days are the same.

Package & Remuneration

Benefits

• 27 days annual leave
• Annual trip to the UK
• Quarterly socials in Joburg & Cape Town
• 10 days family responsibility leave
• 5 days fertility leave
• R18000 annual personal development budget
• Immaculate vibes with a collaborative high energy people first culture

Additional info

This is a full-time position that includes weekend work on a rotating schedule

To apply

To apply please send a strong covering letter to outlining your experience with the minimum requirements numbered 1 5 and any additional information that sets you apart. As the title of you mail ad the reference number REF : CX201PF

Employment Type

Full-Time

Vacancy

1