Remote Customer Service Team Lead — Coach, Optimize KPIs

TalentPop App; Remote; ZAR 200 000 - 300 000; Full time

Job summary

A leading e-commerce company seeks a passionate Team Lead to manage Virtual Assistants in Bloemfontein, South Africa. The ideal candidate will have at least 3 years of experience in leadership and customer service, with strong communication skills. Responsibilities include overseeing agent performance, conducting performance reviews, and providing coaching. The role offers a full-time schedule in US PST with competitive benefits including health insurance and performance bonuses.

Benefits

Performance & Recognition Bonuses

Health and dental insurance

Paid time-offs

Performance and recognition incentives

End-of-year bonus

Qualifications

• At least 3 years as a Team Lead and 3 years in Customer Service.
• Strong skills in managing performance, attendance, and KPIs.
• Able to assess agent health, safety, and welfare effectively.

Responsibilities

• Oversee agent performance, ensuring KPIs are met.
• Provide bi-weekly coaching, addressing agents’ health and support needs.
• Conduct semi-annual performance reviews and recommend growth.

Skills

Leadership

Customer service

Excellent English communication

Performance management

Tools

Shopify

BigCommerce

Amazon

G Suite

Zendesk

Freshdesk

Intercom

Gorgias

Job description

A leading e-commerce company seeks a passionate Team Lead to manage Virtual Assistants in Bloemfontein, South Africa. The ideal candidate will have at least 3 years of experience in leadership and customer service, with strong communication skills. Responsibilities include overseeing agent performance, conducting performance reviews, and providing coaching. The role offers a full-time schedule in US PST with competitive benefits including health insurance and performance bonuses.