Global Customer Service Team Lead - Coaching & Metrics

Keen; Cape Town; On-site; ZAR 360,000 - 540,000; Full time

Benefits offered by this job

Medical Aid

Attendance & Timeliness Bonus

Transport Allowance

Monthly Performance Bonus

Job summary

Keen is hiring a Customer Service Team Leader to guide and develop a high-performing team supporting a global client. You will coach agents, monitor metrics, and drive improvements in FCR, CSAT, QA, and overall service quality.

You will also manage escalations, build client relationships, and partner with Operations and QA to ensure top-tier performance across shifts in a 24/7 environment. Salt River-based role in Cape Town.

Qualifications

• 3–5+ years in customer service or operations.
• Strong experience in people and performance management.
• Ability to coach, train, and mentor diverse teams.

Responsibilities

• Lead, coach, and develop a team of Customer Service Agents
• Monitor and improve team performance, focusing on FCR, CSAT, QA, productivity, and other metrics
• Conduct regular 1:1s, QA reviews, coaching, and performance conversations
• Identify whether performance gaps are due to skill or will and take appropriate action
• Manage escalations and support agents with complex customer situations
• Build and maintain strong relationships with clients and stakeholders
• Receive and action client feedback while balancing client and operational needs
• Track performance data and identify trends, gaps, and opportunities for improvement
• Manage daily priorities, queue health, shift coverage, and team accountability
• Collaborate with Operations, QA, Training, and Workforce Management
• Ensure processes and client requirements are followed consistently
• Adapt quickly to changing client requirements and priorities

Skills

People management

Performance management

Coaching

Data-driven decisions

CRM platforms

Zendesk

Salesforce

Stakeholder mgmt

Tools

Zendesk

Salesforce

Job description

Keen is hiring a Customer Service Team Leader to guide and develop a high-performing team supporting a global client. You will coach agents, monitor metrics, and drive improvements in FCR, CSAT, QA, and overall service quality.

You will also manage escalations, build client relationships, and partner with Operations and QA to ensure top-tier performance across shifts in a 24/7 environment. Salt River-based role in Cape Town.