Customer Success Team Leader

11 hours ago

Cape Town, South Africa OneDayOnly Offers (Pty) Ltd Full time

**About Us**:
Step into the wild world of OneDayOnly - South Africa's OG daily deals hub. We're the pioneers of cool discounts, hitting you for just one day because, well, why overcomplicate things? We've got the big names, top suppliers, and a dash of our secret sauce to make you feel like a BIG DEAL.

We're not fussy - if the price is right and the quality checks out, we're selling it. That makes us the go-to for both the smart buyer and the eager seller. Toss in the urgency of our deals, and boom, success happens quicker than you can say “add to cart”. So, jump in, where FOMO meets killer deals, and let's turn every day into a retail party

**About You**:
We're on the hunt for a _Customer Success Team Leader_ who's not just experienced, but switched on, solutions-focused, and ready to lead from the front. You're the kind of leader who thrives on the floor, sleeves rolled up, guiding and supporting your agents in real-time. No hand-holding needed - just proactive, hands-on leadership that helps the team succeed every day.

You'll manage the day-to-day performance of our customer service agents, ensuring they deliver exceptional service with speed, empathy, and accuracy. You'll need a strong eye for detail, a knack for spotting problems before they escalate, and the drive to get things done - fast.

**Responsibilities**:

- Lead, coach, and motivate a team of customer service agents to deliver consistently excellent support.
- Be present and available on the floor - actively assisting agents with tricky queries and live coaching where needed.
- Identify and solve problems as they arise, finding smart solutions quickly and efficiently.
- Oversee task allocation, monitor SLAs and KPIs, and ensure targets are consistently met without the need for follow-up.
- Analyse performance data and trends, offering clear feedback and improvement plans.
- Collaborate across departments (e.g. Sales, Operations, Procurement, IT, Warehouse) to troubleshoot and improve workflows.
- Own team morale - drive engagement, professionalism, and a positive, focused team culture.
- Ensure accurate records, reporting, and documentation across all systems.
- Spot opportunities to streamline processes and improve the customer experience.

**Experience and Qualifications**:

- Matric; A tertiary qualification is a plus.
- Minimum 3 - 4 years in customer service, with at least 2 years in a team leader or supervisory role - preferably in an eCommerce environment.
- A self-starter: You take ownership and drive tasks through to completion.
- Hands-on: Comfortable coaching and solving alongside your team. You stay close to the work and lead by example.
- Tech-savvy: Proficient in customer service platforms, Google Workspace, and quick to learn new systems.
- Excellent communicator: You're clear, calm, and capable - whether handling a tricky customer or coaching an agent.
- Organised and deadline-driven: You know how to prioritise, multi-task, and stay on top of things without reminders.
- Collaborative: You work well with other departments to get things done.
- Solutions-focused: You see problems as puzzles, not roadblocks - and you bring the team along with you when solving them.You identify gaps, take initiative, and get things done.
- Professional, positive, and passionate about delivering top-notch service - every time.

**Ready to lead with impact?**:
If you're a proactive problem-solver who thrives in a fast-paced, customer-first environment, we'd love to meet you. Let's make customer service magic together - one day at a time.

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