Customer Support Team Lead

Bash; Cape Town; On-site; ZAR 300,000 - 450,000; Full time

Job summary

Join Bash as a Customer Support Team Lead and help shape the future of our omni-channel experience. You'll lead a dynamic team to deliver exceptional service, drive performance improvements, and play a pivotal role in enhancing customer satisfaction in a fast-paced environment. Experience the perks of working in a hyper-growth company with a focus on development and collaboration.

Benefits

Generous holidays

Wellbeing leave

Birthday leave

Shopping Discount

Time Off

Qualifications

• 2+ years in people management and call centers.
• 1-2 years in eCommerce support.

Responsibilities

• Inspire and guide customer support agents.
• Monitor performance metrics and drive process improvement.
• Conduct audits for compliance and quality assurance.

Skills

Communication

Solution-oriented mindset

Resourcefulness

Strong organizational skills

Internet savvy

Education

Matric

Tools

CRM Systems

Google Suite

Job description

We are a team of leaders, bold thinkers, and friends, on a mission to create remarkable omni-channel experiences for our customers.

We believe that by embodying our values of Bold, Accountable, Simple, and Human , we will stay real, connected, and focused.

Leveraging technology and exceptional talent , we build products that connect the physical and digital worlds to foster thriving communities.

This journey demands grit, ambition, and teamwork as we transform SA retail for the better .

Now is the time to jump onboard.

We are creating a leading omni-channel retailer offering digital and physical shopping experiences, logistics, financial services, and value-added services.

We are looking for a Customer Support Team Lead to join our team.

WHAT YOU'LL DO : Lead & Motivate Your Team : Inspire and guide customer support agents to meet performance goals and deliver high-quality service.

Drive Performance : Monitor KPIs like CSAT, response time, and FCR; use data to promote continuous improvement.

Coaching & Development : Provide feedback, coaching, and performance reviews; develop growth plans for agents.

Process Improvement : Identify inefficiencies and streamline processes to enhance effectiveness and customer satisfaction.

Escalation Handling : Resolve complex issues and escalate when necessary to ensure top-notch customer experience.

Team Development & Engagement : Foster a positive culture, promote morale, and reduce turnover.

Support Coverage : Manage shift planning and monitor team performance during peak times.

QA & Compliance : Conduct contact audits and ensure adherence to policies and standards.

Employee Wellbeing : Address stress points and people challenges to maintain a positive environment.

Reporting & Collaboration : Update leadership on performance, identify trends, and align with cross-functional teams.

WHO YOU ARE : This job is for you if you have : Matric (Essential) Experience : 2+ years in people management and call centers; 1-2 years in eCommerce support.

Tech-Savvy : Proficient in CRM systems (e.g., Freshdesk, Zendesk) and Google Suite.

Leadership : Strong coaching and mentoring skills focused on performance and growth.

Customer-Focused : Ability to understand customer and agent needs to improve processes.

Results-Oriented : Proven success in achieving team goals and maintaining quality.

Organised : Excellent time management and multitasking skills in a fast-paced setting.

Skills you already have : Clear and concise communication Solution-oriented mindset Resourcefulness and willingness to learn Basic math and numeracy skills Strong organizational skills Internet savvy, e-commerce familiarity Sense of urgency, self-motivation, proactivity JOINING THE BASH TEAM We empower our people to choose where they do their best work, equipped with the tools they need.

We also encourage travel to foster face-to-face collaboration.

Our offices are designed to facilitate teamwork, planning, celebration, and connection.

BASH PERKS Our benefits include intangible perks like working in a hyper-growth environment, surrounded by top talent, and building innovative products.

Additional perks : Talent Pool : Be inspired by our talented team.

Security : Invested in by TFG, supporting your growth.

Career Optionality : Drive your career in your desired direction.

Connection & Fun : Team bonding, celebrations, and a positive work vibe.

Competitive Pay : Top-tier earnings for top talent.

Time Off : Generous holidays, wellbeing leave, birthday leave.

Shopping Discount : Savings across + brands in-store and online.

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