Customer Services Team Lead

Findojobs South Africa; Wes-Kaap; On-site; ZAR 200,000 - 300,000; Full time

Job summary

A leading lifestyle brand in Cape Town is seeking an experienced Customer Service Team Leader to manage and inspire its dynamic customer support team. The role involves ensuring customer satisfaction, leading performance reviews, and overseeing online order processes. The ideal candidate must have 3-5 years of customer service experience, excellent communication skills, and a hands-on leadership approach. Join a creative environment focused on service excellence and employee growth.

Benefits

Employee discounts

Professional development opportunities

Creative work environment

Qualifications

• Minimum 3-5 years of experience in customer service.
• At least 12 years in a team leader or supervisor role.
• Strong understanding of consumer goods brands.

Responsibilities

• Lead and mentor the customer service team.
• Monitor operations to meet SLAs and KPIs.
• Handle complex customer escalations.

Skills

Team Leadership

Customer Service Experience

Problem Solving

Communication Skills

Tools

CRM Systems

Ticketing Systems

Job description

Customer Service Team Leader Premium Lifestyle & Homeware Brand

Paarden Eiland, Cape Town (On-site)

Salary : R28,000 R38,000 CTC per month (experience-dependent)

Lead with heart. Serve with excellence. Inspire through quality.

A well-established, design-driven South African lifestyle and homeware brand is looking for an experienced Customer Service Team Leader to manage and inspire its dynamic support team in Cape Town. Known for its sculptural products and international customer base, the brand places customer satisfaction at the core of its business.

You'll play a pivotal role in driving a world-class service experience that matches the brands values : elegance, functionality, and creativity.

Key Responsibilities

Team Leadership & Performance

• Lead and mentor a customer service team (phone, email, and online platforms), promoting a culture of service excellence.
• Monitor daily operations to ensure SLAs, KPIs, and customer satisfaction goals are met.
• Conduct regular performance reviews, coaching, and training sessions.

Operational Excellence

Oversee the processing of online orders, returns, exchanges, and customer queries across platforms.

Drive continuous improvement through service innovation and customer feedback analysis.

Ensure accurate use of CRM and ticketing systems and improve workflow efficiency.

Escalation & Problem Solving

Handle complex customer escalations professionally and in line with the brands tone and service standards.

Collaborate with logistics, e-commerce, retail, and product teams to resolve issues promptly and proactively.

Reporting & Insights

Generate weekly and monthly reports on customer service performance, complaints, trends, and opportunities for improvement.

Provide insights to support marketing, online sales, and product development teams.

Requirements

Minimum 3-5 years of experience in customer service, with at least 12 years in a team leader or supervisor role.

Experience in retail, e-commerce, or premium lifestyle / consumer goods brands.

Strong understanding of customer service platforms, CRM systems, and omnichannel communication.

Excellent communication skills (written and verbal), with a calm, diplomatic, and solution-driven approach.

A hands-on, empathetic leader who leads by example and thrives in a fast-paced, customer-centric environment.

Why join

Join a brand known for its creativity, innovation, and design integrity.

Work in a collaborative, values-driven culture where customer care is more than a departmentit's a brand pillar.

Be part of a team that supports both local and international customers, giving you scope for learning and impact.

Access employee discounts, professional development opportunities, and a beautiful work environment surrounded by creativity.

Ready to Apply?

If you're a confident communicator with a heart for service and a talent for team leadership, we would love to hear from you.