Customer Success Team Leader

At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.

We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there’s never been a more exciting time to join us or a better place to grow your career

**The Role**

We are currently looking for a client-centric and enthusiastic Customer Success Team Leader to join our team in Cape Town, South Africa.

Leading Customer Success Executives who are responsible for our client base of Staffing Agencies & SME businesses, the Customer Success Team Leader will lead and develop a high-performing team, driving service quality, account growth and account retention.

**What your day will look like**:
- You will be responsible for a portfolio of client accounts.-
- Utilise data-driven insights to support their customers in optimising the postings, products and proactively recommend solutions to enhance their experience and outcomes.-
- Supporting our sales teams in enabling them to grow and retain accounts.- Hold regular performance reviews with key accounts and visit clients onsite periodically for training, to promote new product updates and features, and to strengthen client relationships.- Manage client queries, concerns confidently and effectively dealing with any issues, and taking ownership of issues through to resolution.- Leading a team of client service executives, ensuring they provide the best client care to our customers.- Training and developing them in processes and procedure to ensure they can resolve customer queries and concerns.- Monitor key performance indicators (KPIs) for the team and assess team and individual performance regularly and drive excellence across the teams to achieve and excel against KPI’s.- Conduct regular 1:1s, reviews, and implement personal development plans for staff to reach their full potential.- Create and deliver training programs for team members to handle client inquiries effectively and accurately, addressing skill gaps as needed.

**Requirements**:

- Essential:_
- Minimum 2+ years’ experience in a relevant team leader position, within a customer service environment.
- Previous B2B or Recruitment experience.
- Strong experience leading a team, developing teams, holding 1:1s and identifying training and development gaps.
- Customer centric with commercial mindset to identify opportunities to add value and provide outstanding customer service to our clients.
- Excellent communication skills (verbal and written)
- Motivated and target driven with a desire to help others meet targets and develop their skills
- Able to demonstrate exceptional prioritisation and organisation skills
- Adaptable and flexible with the ability to handle a heavy workload in an ever changing, fast paced environment
- Education level - minimum Matric Grade 12

Desirable:

- Experience working in the UK or US market

**Benefits**
- **Enhanced Annual Leave**- Enjoy up to 18 days of annual leave
- **Medical Contribution**— The company will contribute following the successful completion of your probation period.
- **Life, Disability, Income Protector & Funeral Cover**— Enjoy 2x life cover, along with disability, income protector, and funeral benefits.
- **Pension Scheme**— Become eligible for the company’s pension scheme after one year of service.
- **Birthday Leave**— An extra day off to celebrate your birthday.
- L**ength of Service Rewards -** Enjoy additional benefits the longer you’re with us, including extra annual leave days, enhanced recognition, and exclusive perks that increase with your length of service.
- **Flexible Public Holiday Policy**— You will observe UK public holidays. If South African public holidays exceed these, the difference will be granted as extra leave days (days in lieu).
- **Office Perks**— Enjoy fresh fruit and drinks provided in the office every morning.
- **Learning & Development**— Gain access to LinkedIn Learning along with ongoing personal development resources.
- **A Supportive Team Environment** — Join a collaborative and inclusive culture where your contributions are acknowledged and appreciated.
- **Celebrations & Socials**- Enjoy Summer and Christmas parties, seasonal activities, and regular office fun.
- **Team Building**- Take part in engaging team events designed to connect colleagues and strengthen collaboration.
- **Gift Shop** - Get access to some awesome CV-Library merch