Remote Customer Service Team Lead — Coach, Optimize KPIs

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

Job summary

A dynamic e-commerce company in Pietermaritzburg is seeking an experienced Team Lead passionate about customer service to manage and inspire a team of Virtual Assistants. The ideal candidate will have at least 3 years as a Team Lead with excellent English communication skills. Responsibilities include overseeing agent performance, coaching, and conducting performance reviews. This full-time, long-term role offers compensation perks such as bonuses and health insurance. Join us to make an impact!

Benefits

Performance & Recognition Bonuses

Health and dental insurance

Paid time-offs

End-of-year bonus

Qualifications

• Minimum 3 years of experience as a Team Lead.
• 3 years of experience in Customer Service.
• Proficient in bi-weekly team coaching.

Responsibilities

• Oversee agent performance and ensure KPIs are met.
• Provide bi-weekly coaching addressing agents' needs.
• Conduct semi-annual performance reviews.

Skills

Leadership

Customer service

Excellent English communication

Performance management

Coaching skills

Tools

Shopify

BigCommerce

Amazon

G Suite

Zendesk

Freshdesk

Intercom

Gorgias

Job description

A dynamic e-commerce company in Pietermaritzburg is seeking an experienced Team Lead passionate about customer service to manage and inspire a team of Virtual Assistants. The ideal candidate will have at least 3 years as a Team Lead with excellent English communication skills. Responsibilities include overseeing agent performance, coaching, and conducting performance reviews. This full-time, long-term role offers compensation perks such as bonuses and health insurance. Join us to make an impact!