Remote Customer Service Team Leader

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

Join Our Team as a Team Lead! Are you an experienced leader with a passion for customer service and e-commerce? We are on the lookout for dedicated Team Leads to manage and inspire our Virtual Assistants. If you're ready to take your career to the next level, we want to hear from you!

Ideal Candidate

• At least 3 years as a Team Lead and 3 years in Customer Service.
• Excellent English communication (both written and spoken).
• Experience with Shopify, BigCommerce, and/or Amazon is a plus.
• Familiarity with G Suite, Zendesk, Freshdesk, Intercom, or Gorgias is advantageous.
• Strong skills in managing performance, attendance, and KPIs.
• Proficient in bi-weekly team coaching and 1-on-1 sessions.
• Able to assess agent health, safety, and welfare effectively.
• Skilled in creating and analyzing performance reports.
• Experienced in conducting performance reviews and recommending agent development.

Responsibilities

• Oversee agent performance, including reporting and attendance, ensuring KPIs are met.
• Provide bi-weekly and one-on-one coaching, addressing agents’ health, safety, and support needs.
• Conduct semi-annual performance reviews, recommending growth, promotions, and appraisals.

Work Hours

US PST, Monday to Friday (Full-Time, Long-Term)

Compensation & Perks

• Performance & Recognition Bonuses
• Health and dental insurance
• Paid time-offs
• Performance and recognition incentives
• End-of-year bonus

PC & Internet Requirements

• A personally-owned PC with at least an i5 processor (or equivalent)
• Minimum 20 Mbps upload and download speed

Ready to lead and make a difference? Apply now and join our dynamic team!