Customer Operations Team Leader

**Exodus Travels is hiring a Customer Operations Team Leader in Cape Town Start your Adventure with us now.**

**About us**

Our mission is simple, to Improve life through travel. Exodus Travels is one of the world’s leading adventure travel companies, delivering extraordinary travelling experiences across more than 350 itineraries in 90 countries across all 7 continents.

Providing unparalleled expertise and local knowledge, our exceptional guides on the ground, and teams in our worldwide offices, have been crafting unique travel experiences for nearly 50 years now. In that time, we have created an exceptionally loyal client base and we’re excited to now be growing our team of dedicated, passionate individuals who help deliver bucket list adventures to that client base every day.

Our values are to Bring Happiness, Take Responsibility, Be Ambitious and Always Passionate. These underpin everything that we do and act as a reminder of why we do it. We are looking for people who can embrace and embody these values.

**The Role**

As a Team Leader, you'll play a pivotal role in driving your team’s success by enhancing operational efficiency and delivering exceptional customer service. Through hands-on management, training, and coaching, you will inspire and empower your team to perform at their best every day. This dynamic position combines operational exec work with line management, where your leadership will be measured by the team's performance in HEF results, operational efficiency, and customer feedback—all aligning with the company's broader goals and strategies.

**Work Pattern**: This role is full-time, working Monday to Friday, 9am to 5.30pm (UK time zone) with 30 minute lunch break, or 9am to 6pm (UK time zone) with 1 hour lunch break. We offer Hybrid working, 2 days per week in our central Cape Town office.

**What you will be doing**
- Serve as the primary point of contact for team questions and escalations.
- Hold regular 1:1s to boost performance, review critical metrics, and analyse monthly Qualtrics data and feedback.
- Collaborate with the Head of Customer Operations to organize training sessions and embed best practices.
- Oversee team tasks, reporting, and personal development through regular reviews and SMART objectives.
- Coordinate with Trip Managers on product updates and trip changes.
- Handle escalated bookings and resolve complex issues.
- Recruit, train, and develop new team members to meet company targets.
- Support department-wide training initiatives and upskilling efforts.
- Contribute to team participation in annual staff educationals and sales events.
- Act as a Customer Operations Executive, stepping in during peak demand, including weekends.

**What we are looking for**
- Strong customer background with experience and success in a previous leadership position, experience as a Customer Contact Centre team leader would be highly desirable
- Excellent written and spoken communicator who builds relationships quickly
- Demands high standards of customer service and understands the importance of attention to detail
- Thrives in a busy environment and enjoys managing and training individuals to ensure standards are constant
- Has a strong positive character and is used to dealing with pressure
- Positive role model for change and able to support teams through it
- Tech-Savvy Problem Solver: You’re comfortable navigating MS tools like Teams and Outlook

**Join us and in return you will be rewarded with**:

- Competitive salary + Bonus
- 21 days annual leave
- Medical aid and Life insurance
- Travel benefits and retail discounts

We believe people are happier and perform best when they are able to be their true self, and that diverse teams deliver better results.

Together we will cultivate a diverse, equitable and inclusive environment, where everyone can flourish. We are committed to driving change through increasing awareness of, and counteracting, unconscious bias; building an inclusive culture, and embracing diversity in all its dimensions.

Travelopia is committed to ensuring a work environment that is open, accessible, and inclusive, removing barriers for all individuals. If you require accommodations to participate in the recruitment and selection process, kindly inform us. Our hiring team will work with you to provide suitable accommodations in a timely and confidential manner. Information received will be handled with the utmost discretion.

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