CX Escalations & Optimization Lead

The Working Earth; Wes-Kaap; On-site; ZAR 420,000 - 540,000; Full time

Job summary

The Working Earth in South Africa is seeking a Team Lead for customer service to own complex CX queries, handle system escalations and guide the wider team. You will support inbound and written channels, monitor service levels and drive improvements.

This on-site role requires 3+ years of leadership experience, excellent communication, strong problem-solving and the ability to own operational challenges end-to-end.

Qualifications

• 3+ years' experience leading a customer service team.
• Excellent written and verbal communication.
• Strong problem-solving and analytical skills.
• Experience with customer service metrics and reporting.
• Excellent organisation and prioritisation.
• A proactive, practical and hands-on approach.
• The ability to build strong relationships across teams.
• A willingness to become an expert in insurance products, systems and processes.
• The confidence to work independently and take ownership of operational challenges.

Responsibilities

• Acting as the SME for complex customer queries and system escalations
• Supporting inbound calls, emails and chat during busy periods
• Handling customer complaints and escalations professionally
• Monitoring CX activity, service levels and performance metrics
• Identifying process and customer journey improvements
• Developing and maintaining SOPs, knowledge bases and training documentation
• Monitoring interaction quality and ensuring policy/process compliance
• Working closely with claims and operational teams
• Reporting on customer trends, performance and operational challenges
• Driving practical improvements that increase efficiency without compromising service quality

Skills

Team Lead

Customer service

Communication

Problem-solving

Analytical ability

Job description

The Working Earth in South Africa is seeking a Team Lead for customer service to own complex CX queries, handle system escalations and guide the wider team. You will support inbound and written channels, monitor service levels and drive improvements.

This on-site role requires 3+ years of leadership experience, excellent communication, strong problem-solving and the ability to own operational challenges end-to-end.