Service Excellence Coach

🎓 Design & deliver engaging soft-skills, communication and customer-service training 🔁 Continuously refresh training content and coaching plans 🧾 Lead the Ops QA team (coach development, calibration, and quality standards) 📊 Analyse customer communication trends and implement solutions to improve clarity, tone and efficiency ✌🏻 Report directly to the COO 📍 V&A Waterfront, Cape Town (on-site) Who we are at Tripco: LekkeSlaap is South Africa’s leading accommodation booking app known for its user-friendliness, exceptional customer experience, and extensive local accommodation options. Owned by Tripco, a travel technology company based in Cape Town, LekkeSlaap is dedicated to delivering innovative solutions and maintaining high standards in travel technology. We’re now looking for a Service Excellence Coach to lift guest-facing service through coaching, quality assurance and insight-driven improvement. This role brings together training, coaching, and quality assurance to ensure every customer interaction reflects warmth, professionalism, and the LekkeSlaap standard. The successful candidate will lead and develop a small Quality Assurance team (3-4 people), work closely with the Customer Service Leads to increase customer service excellence and with the People Team to develop and launch training and development initiatives, targeted at service excellence within our customer service teams. This person will report directly to the COO. If you’re an energetic, people-focused professional with a passion for developing others and driving service excellence with metric driven training initiatives, we’d love to hear from you. Responsibilities: Coaching & Training - Design and deliver engaging soft-skills, communication and customer-service training (workshops, role-plays, scenario-based learning). - Run regular 1:1 coaching and team clinics; create measurable individual development plans and follow-up. - Embed LekkeSlaap tone and brand voice across written and spoken channels via coaching and practical guides. - Lead and develop the Ops QA/coaching team (3-4 people): set expectations, coach for performance, run calibration sessions. - Support onboarding for new hires and ensure role-specific readiness checklists are met. Quality Assurance & Standards - Define and maintain the QA framework, rubrics and sampling methodology. - Audit interactions (calls, emails, chats) and deliver clear, action-oriented feedback loops. - Refresh and maintain templates, tone guides and response libraries for consistency. - Track QA compliance and support coaching follow-ups until improvement is embedded. Insights & Targeted Improvement - Analyse QA scores, contact trends and NPS signals to identify root causes and improvement opportunities. - Collaboration with Customer Service Leads on analysing CSAT signals to identify root causes and improvement opportunities. - Produce concise, insight-focused reports and recommended actions. - Design small experiments (training modules, template changes, process tweaks), measure impact and scale successes. - Collaborate with Operations teams to ensure employee and customer feedback informs process improvements. Requirements - 3+ years in customer-facing training, coaching or QA (contact centre, hospitality or travel preferred). - Proficiency in Afrikaans and English (both written and verbal) - Strong understanding of the accommodation industry and customer experience management. - Proven experience in training, coaching, or customer service leadership, ideally in a contact centre or hospitality environment. - Comfortable analysing interaction data and turning it into targeted coaching interventions. - Strong communicator, organised, empathetic, and energised by building people capability. - Strong understanding of customer service principles, communication best practices, and QA standards. - Comfortable delivering both soft skills and technical training (or eager to grow into the latter). - Energetic, empathetic, and people-focused. - Analytical and solutions-driven, with a proactive mindset. Nice to Haves: - Experience running soft-skills workshops and one-on-one coaching. - Experience using Notion and Google Workspace. - Previous experience in improving materials, methods, and engagement techniques. Benefits - Modern offices based at the V&A Waterfront - Travel vouchers and exclusive discounts - Discovery Medical Aid contributions & Vitality Health subscription - Retirement Annuity fund contribution - Generous leave package - Additional half-day's off every month - Monthly team events and more