Job Description
About the Role
We are seeking an experienced CX Team Lead to lead and grow a high-performing CX team supporting salon partners and customers across the UK and Ireland market. The ideal candidate will be part of our international team, shaping customer satisfaction, supporting salon partners, and driving continuous improvement across CX operations.
Key Responsibilities
- Proven experience leading a customer support or customer experience team
- Lead and manage a team of approximately 10 CX Specialists
- Monitor, analyse, and improve team KPIs and operational performance
- Identify and implement process improvements to enhance customer and partner experiences
- Provide coaching, feedback, and ongoing development support to team members
- Manage backlogs, monitor inquiry volumes, and allocate resources effectively
- Support onboarding and day-to-day use of third-party tools
- Handle escalations and remain hands-on within the operation when required
- Maintain high-quality, efficient, and scalable communication standards
Requirements
- Proven experience leading a team in a customer-facing environment
- Experience supporting customers across multiple communication channels
- Strong communication skills with fluency in spoken and written English
- Analytical mindset with the ability to use data to inform decisions
- Ability to delegate effectively and build trust within a team
- Results-driven with a focus on achieving targets and improving performance
- Customer-focused and empathetic approach to problem-solving
- Positive leadership style with the ability to motivate and develop others
- Adaptable and comfortable working in a fast-changing environment
Qualifications
- Formal education/certifications (Bachelor’s, LLB, Matric, etc.) not specified
Salary & Benefits
- Salary information not provided
How to Apply
Click the green “Go Apply” button below to apply directly online with the employer.
About Customer service / support Jobs in Cape Town Region
The customer service and support industry is a vital component of the Cape Town region’s economy, with a high demand for skilled professionals to provide excellent service to customers across various sectors. Typically, this field offers a stable and growth-oriented career path, especially in industries that rely heavily on customer interaction, such as technology and financial services.
In terms of compensation, salaries for customer service and support roles in Cape Town can vary widely depending on factors like experience, company size, and industry sector. Generally, salaries range from R20 000 to R40 000 per month for entry-level positions, while more senior roles can command salaries between R50 000 to R80 000 per month. However, it’s essential to note that these are broad estimates and actual salaries may differ based on individual circumstances.
Common skills required for customer service and support roles in Cape Town include excellent communication and problem-solving skills, the ability to work well under pressure, and a strong knowledge of products or services being offered. Additionally, many employers also look for candidates with basic computer skills, such as Microsoft Office proficiency, and experience working in a team environment.
The technology industry is one of the most significant sectors that employ customer service and support professionals in Cape Town, alongside financial services and manufacturing. Other common industries include healthcare, e-commerce, and education. In these sectors, customer service representatives play a crucial role in resolving customer complaints, answering queries, and providing overall support to customers.
For those looking to start or advance their careers in customer service and support, there are numerous opportunities for growth and development. Typically, career progression paths involve moving into more senior roles within the company or exploring opportunities in related fields like account management, sales, or operations. With experience, it’s also possible to transition into specialized roles, such as technical support specialist or customer success manager.
This information provides general career guidance. Actual salaries and requirements vary by employer.
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