CX Team Lead
On-siteCape Town, Western Cape, South Africa
Job Summary
Lead and manage a team of approximately 10 CX Specialists supporting salon partners and customers across the UK and Ireland market. Monitor, analyze, and improve team KPIs and operational performance while identifying and implementing process improvements to enhance both customer and partner experiences. Provide coaching, feedback, and ongoing development support to team members, manage backlogs, and allocate resources effectively. Handle escalations when required and maintain high-quality, efficient communication standards. This role reports directly to the CX Manager UKIE, combining people leadership with operational oversight to drive continuous improvement in a collaborative, international environment.
Required Qualifications
- Proven experience leading a customer support or customer experience team
- Lead and manage a team of approximately 10 CX Specialists
- Monitor, analyse, and improve team KPIs and operational performance
- Identify and implement process improvements to enhance customer and partner experiences
- Provide coaching, feedback, and ongoing development support to team members
- Manage backlogs, monitor inquiry volumes, and allocate resources effectively
- Support onboarding and day-to-day use of third-party tools
- Handle escalations and remain hands-on within the operation when required
- Maintain high-quality, efficient, and scalable communication standards
- Proven experience leading a team in a customer-facing environment
- Experience supporting customers across multiple communication channels
- Strong communication skills with fluency in spoken and written English
- Analytical mindset with the ability to use data to inform decisions
- Ability to delegate effectively and build trust within a team
- Results-driven with a focus on achieving targets and improving performance
- Customer-focused and empathetic approach to problem-solving
- Positive leadership style with the ability to motivate and develop others
- Adaptable and comfortable working in a fast-changing environment
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.