Working Team Leader-RN

Job Title: Customer Service Team Leader
Location: Johannesburg

About Us:

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world's fastest-growing brands scale smarter, work faster, and deliver better service—every time.

We're not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI tools like MöBIUS to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you want to be part of a forward-thinking, fast-moving, and inclusive global team that values both results and relationships, you'll feel right at home here.

About the Role:We are seeking an experienced and dynamic Customer Support Team Leader to oversee and manage our customer service operations. This leadership role is critical in ensuring our team delivers exceptional customer experiences while meeting operational targets and maintaining the highest standards of service quality.

The successful candidate will lead a team of Customer Support Specialists, providing guidance, coaching, and strategic direction to ensure seamless customer interactions throughout the trade-in process. This position combines hands-on leadership with operational management, requiring someone who can balance team development with achieving business objectives.

Key Responsibilities

Team Leadership & Management

• Lead, mentor, and develop a team of Customer Support Specialists to achieve individual and collective performance targets
• Conduct regular one-on-one meetings, team meetings, and performance reviews to ensure continuous improvement and professional growth
• Manage daily team operations including scheduling, workload distribution, and resource allocation to optimize efficiency
• Foster a positive, customer-centric team culture that promotes collaboration, accountability, and excellence in service delivery
• Chatting with customers via calls, emails, live chat, and social media

Operations Management & Performance Monitoring

• Monitor and analyze key performance indicators (KPIs) including response times, resolution rates, customer satisfaction scores, and service level agreements
• Oversee the ticket queue management system, ensuring timely escalation and resolution of complex customer issues
• Implement process improvements to enhance operational efficiency and customer experience based on data analysis and customer feedback
• Coordinate with internal teams and external partners to resolve escalated customer concerns and system issues

Quality Assurance & Training

• Conduct quality monitoring through call listening, email reviews, and interaction assessments to maintain service standards
• Develop and deliver training programs for new team members and ongoing skills development for existing staff
• Create and maintain training materials, standard operating procedures, and knowledge base articles to support consistent service delivery
• Ensure team members stay current with product knowledge, system updates, and trade-in program policies

Customer Experience & Issue Resolution

• Handle escalated customer inquiries and complaints, providing timely and effective solutions while maintaining customer satisfaction
• Analyze customer feedback trends and implement service improvements to enhance the overall customer experience
• Collaborate with other departments to address systemic issues and improve cross-functional processes
• Maintain detailed documentation of customer interactions and team performance metrics for reporting and compliance purposes

Strategic Planning & Reporting

• Participate in strategic planning initiatives to align team objectives with broader organizational goals
• Prepare and present regular performance reports to senior management, highlighting achievements, challenges, and improvement opportunities
• Contribute to budget planning and resource forecasting to support team operations and growth
• Lead change management initiatives and help the team adapt to new processes, technologies, or program updates
  

Essential Requirements:

• 3-5 years minimum of customer service experience with at least 2-3 years in a supervisory or team leadership role.
• Proven track record of successfully managing teams in high-volume, fast-paced customer service environments
• Strong leadership capabilities with demonstrated ability to motivate, coach, and develop team members to achieve performance goals
• Excellent communication skills (written and verbal) with ability to interact effectively with team members, customers, and senior management

Technical & System Proficiency

• Advanced experience with customer relationship management (CRM) systems such as Salesforce, Zendesk, or similar ticketing platforms
• Strong analytical skills with ability to interpret performance data, generate reports, and identify trends for process improvement
• Proficiency in Microsoft Office Suite, particularly Excel for data analysis and reporting
• Understanding of trade-in processes, device evaluation, and logistics operations (preferred but not essential)

Leadership & Management Competencies

• Performance management experience including conducting reviews, providing constructive feedback, and implementing improvement plans
• Conflict resolution skills with ability to handle challenging situations diplomatically and maintain team morale
• Training and development expertise with experience designing and delivering effective learning programs
• Change management capabilities to guide teams through process improvements and organizational changes

Personal Attributes

• Customer-first mindset with genuine passion for delivering exceptional service experiences
• Results-oriented approach with strong focus on achieving KPIs and operational targets
• Problem-solving abilities with strategic thinking skills to identify root causes and implement sustainable solutions
• Emotional intelligence to manage team dynamics, handle stress, and maintain positive relationships under pressure

Experience and Qualification:

• Great communicator – clear, friendly, and professional
• Calm under pressure and great at juggling multiple chats or calls
• Tech-savvy with experience using customer service tools (or quick to learn)
• Previous experience in customer service is a big plus
• Knowledge of gardening or landscaping? Even better (but not a dealbreaker)
  

What We Offer: 
● Benefits: Medical Aid allowance, provident fund (self-funded), group life, funeral cover
● Training: Comprehensive training programs to enhance leadership and customer service skills. 
● Career Growth: Opportunities for career advancement and professional development within the company. 
● Work Environment: A supportive and collaborative work culture focused on innovation and continuous improvement.