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EdTech Customer Service Lead

2 weeks ago

Cape Town, Western Cape, South Africa Learning Lab Apps Full time

Customer Service Lead Job Summary

We are seeking a highly skilled and experienced CUSTOMER SERVICE LEAD to lead our customer support team and drive business growth through exceptional customer experiences.

About Us

We are Learning Lab Apps, an edtech company that aims to bring happiness to families by making schoolwork more engaging and fun. Our online learning platform helps students across South Africa learn smarter, not harder.

Our mission is to provide a supportive environment where our customers can thrive. We believe in the importance of customer satisfaction and strive to deliver exceptional service at every touchpoint.

Key Responsibilities

This is a senior-level position responsible for managing our entire customer service function end-to-end. Your key responsibilities include:

  1. Managing support emails, live chat, and phone queries to ensure prompt and effective resolution of customer issues.
  2. Implementing automations and processes to reduce customer frustration and increase efficiency.
  3. Creating helpful, human, and friendly customer support documentation.
  4. Building a culture where customer happiness is a priority.
  5. Tracking key support metrics and continuously finding ways to improve.
Requirements

To be successful in this role, you will need:

  • A minimum of 2+ years of experience in customer service management, preferably in an edtech or SaaS environment.
  • Excellent verbal and written communication skills in English (Afrikaans is a bonus).
  • A natural problem-solving ability with a focus on delivering exceptional customer experiences.
  • Technical proficiency in support tools like HelpScout, Zendesk, or similar.
  • A strong understanding of customer service principles and best practices.
  • A proven track record of driving business growth through customer-centric strategies.
What We Offer

We offer a competitive salary of R25,000 - R30,000 CTC, based on experience. You will also enjoy:

  • A fun, no-politics work environment where we take our mission seriously but not ourselves.
  • 7-hour workdays with no overtime required.
  • A comprehensive company pension with life and disability cover from day one.
  • Growth opportunities in a fast-growing South African edtech company.
  • The chance to build and shape a customer service department that drives business success.