Customer Support Team Lead

Karri; Cape Town; On-site; ZAR 268,000 - 357,000; Full time

Job summary

A leading fintech platform in South Africa is seeking a Customer Support Team Lead who thrives in fast-paced environments. The ideal candidate will oversee daily team operations, inspire staff, and foster a culture of excellence. Responsibilities include coaching team members, addressing training needs, and handling escalations while ensuring an exceptional support experience. If you are a natural leader with a passion for service, this is the perfect opportunity for you.

Qualifications

• Proven experience in a leadership role within customer support.
• Strong communication and interpersonal skills.
• Ability to inspire and motivate a team.

Responsibilities

• Oversee daily operations of the Customer Support team.
• Provide ongoing training and development, ensuring skill growth and product knowledge.
• Manage escalations and ensure high-quality customer outcomes.

Skills

Leadership

Empathy

Coaching

Problem-solving

Multi-tasking

Job description

Are you a hands‑on leader who thrives in fast‑paced environments, knows how to bring out the best in people, and has a passion for service excellence?

Karri, a leading South African fintech platform making school payments easy, safe, and efficient, is looking for a Customer Support Team Lead to help drive performance, uplift our team, and take our customer experience to the next level.

We’re searching for a natural leader who can:

• Lead with both authority and empathy, setting a strong example in professionalism and service.
• Identify and remedy training or knowledge gaps, ensuring consistent performance across the team.
• Coach, train and mentor team members while fostering a positive and motivating work culture.
• Take initiative and think on their feet — you're not just a problem‑solver; you’re a solution starter.
• Multi‑task with calm confidence, managing team workflow while assisting with escalations and complex queries.
• Inspire the team to consistently meet and exceed targets, delivering an exceptional support experience.

Key Responsibilities

• Oversee daily operations of the Customer Support team.
• Provide ongoing training and development, ensuring skill growth and product knowledge.