Customer Service Team Manager (WFH)
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Job Location:
Johannesburg - South Africa
Monthly Salary:
Not Disclosed
Posted on:
30+ days ago
Vacancies:
1 Vacancy
Job Summary
Introduction
Customer Experience Team Manager
R18000 - R35000 pm dependent on experience
About the company
We are a fast growing direct to consumer pet care company transforming the way people feed and care for their cats. Our mission is simple: better nutrition transparency and service that genuinely puts pet wellbeing first. We manage everything from product innovation to manufacturing and customer support building trusted relationships with a growing base of loyal customers in the UK and abroad.
Duties & Responsibilities
About the role
We are looking for aCustomer Experience Team Managerto lead a team of 6 to 10 customer support specialists. You will drive performance efficiency and service quality across every interaction channel from email and live chat to phone and social.
Minimum Requirements (non negotiable):
- Minimum 2 years experiencemanaging a customer service or CX team within a direct to consumer (no physical shops) ecommerce or subscription based environment.
- Proven KPI ownershipwith the ability to track and deliver on targets for quality response time CSAT and productivity.
- Coaching and performance management expertisewith confidence in running structured one to ones feedback sessions and development plans that build accountability and motivation.
- Analytical and process drivenwith comfort using reporting tools to download data interpret trends and apply insights to maintain high standards eliminate inefficiencies and drive continuous improvement.
- Tech confidentwith experience using CX systems such as Intercom Zendesk or similar Google Workspace and basic data tools like Sheets Excel and dashboards.
What you will do
- Leadcoach and developyour team through regular one to ones and structured performance reviews.
- Oversee daily operations and queue management ensuringSLAs and qualitybenchmarks are consistently met.
- Analyse dataand customer feedback to identify improvement opportunities and implement solutions.
- Collaborate cross functionallywith operations product and marketing teams to enhance the customer journey.
- Foster aculture of ownership continuous improvement and pride in service quality.
Desired Experience & Qualification
Who you are
- Ideally a pet (cat) owner or willing to get one
- Calm pragmatic and effective under pressure.
- Customer focused empathetic and clear in communication.
- Naturally data driven and methodical in problem solving.
- Thrives in a fast-moving environment where no two days are the same.
Package & Remuneration
Benefits
- 27 days annual leave
- Annual trip to the UK
- Quarterly socials in Joburg & Cape Town
- 10 days family responsibility leave
- 5 days fertility leave
- R18000 annual personal development budget
- Immaculate vibes with a collaborative high energy people first culture
Additional info
This is a full-time position that includesweekend work on a rotating schedule
To apply please send a strong covering letter to outlining your experience with the minimum requirements numbered 1 5 and any additional information that sets you apart. As the title of you mail ad the reference numberREF: CX201PF
Interested
Required Experience:
Manager
Key Skills
- Typing
- Data Entry
- Customer Service
- Basic Math
- Computer Skills
- Windows
- Banking
- Upselling
- Pricing
- Sanitation
- Cash Handling
- Stocking
