Customer Support Team Lead

2 days ago

Cape Town, South Africa Karri Full time

Are you a hands-on leader who thrives in fast-paced environments, knows how to bring out the best in people, and has a passion for service excellence?

**Karri,**a leading South African fintech platform making school payments easy, safe, and efficient, is looking for a **Customer Support Team Lead** to help drive performance, uplift our team, and take our customer experience to the next level.

We’re searching for a natural leader who can:

- Lead with both **authority and empathy**, setting a strong example in professionalism and service.
- Identify and remedy **training or knowledge gaps**, ensuring consistent performance across the team.
- **Coach, train and mentor** team members while fostering a positive and motivating work culture.
- Take initiative and think on their feet — you're not just a problem-solver; you're a solution starter.
- **Multi-task with calm confidence**, managing team workflow while assisting with escalations and complex queries.
- Inspire the team to **consistently meet and exceed targets**, delivering an exceptional support experience.

Key Responsibilities:

- Oversee daily operations of the Customer Support team.
- Provide ongoing training and development, ensuring skill growth and product knowledge.
- Monitor team performance, implement performance improvement plans, and celebrate wins.
- Manage escalations and support the team in complex or sensitive queries.
- Collaborate closely with internal departments to ensure seamless issue resolution.
- Identify system and workflow improvements to enhance the team's efficiency.
- Support the team to reach team and individual targets.
- Drive a culture of accountability, support, and excellence.
- Manage relationship with internal and external clients of Karri.

You’ll Succeed If You:

- Must have a minimum of 3yrs **previous experience in a customer support supervisory or team lead role**.
- Are highly organized, proactive, and solution-oriented.
- Communicate clearly, constructively and confidently.
- Thrive under pressure and know how to keep your team focused, supported, and energized.
- Are tech-savvy, adaptable, and always ready to roll up your sleeves.
- Advanced Excel Skills.
- Knowledge of financial services or payment processing is a plus.

Typical working hours - 7am-4pm / 8am-5pm / 10am-7pm. Alternative Saturdays and Public holidays.

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