Customer Care Team Lead

SUMMARY:
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POSITION INFO:

Location: Cape Town
Industry: Fintech / Payments
Experience Level: 3+ years

Company Overview

A South African payments and financial services business enabling fast, affordable, and reliable transactions for merchants across the country. Payments are the financial lifeline of every business, and the organisation’s mission is to help entrepreneurs participate and prosper in the digital economy by solving real-world payment challenges.

The business offers a collaborative, purpose-driven environment where teams work closely together and individuals are encouraged to grow, contribute, and make an impact.

Purpose of the Role

The Customer Care Team Lead supports the Customer Care Manager in ensuring all customer queries are handled with the highest level of care and professionalism. The role involves leading a team of Customer Care Champions, driving service excellence, and maintaining a positive and high-performing team culture.

This is a hands-on leadership role combining day-to-day people management with performance monitoring, coaching, and continuous improvement.

Key Responsibilities

• Lead, guide, and support a team of Customer Care Champions to deliver exceptional customer service.

• Provide hands-on coaching, feedback, and support to ensure service and performance targets are met.

• Monitor and analyse team performance metrics including call volumes, handle times, quality scores, and customer satisfaction.

• Identify trends and implement improvements to enhance customer experience and operational efficiency.

• Foster a positive, inclusive, and collaborative team environment.

• Partner with the Customer Care Manager and People Operations to develop and deliver training and coaching programmes.

• Assist with recruitment, onboarding, and early performance management of new team members.

• Manage team schedules and capacity planning to align resources with operational demand.

• Communicate regularly with stakeholders, providing updates on performance and improvement initiatives.

Core Competencies

• Strong communication and stakeholder management skills.

• Coaching and feedback capability.

• Performance management and data-driven decision-making.

• Team leadership and engagement.

• Training and development.

• Recruitment support and onboarding.

• Capacity planning and operational scheduling.

Skills and Experience Required

• Qualification in Business, Management, or a related field.

• Minimum of 3 years’ experience in a customer care leadership or supervisory role.

• Proven track record of driving team performance and customer satisfaction.

• Strong working knowledge of customer care platforms and CRM systems.

• Passion for customer service excellence.

• Experience in fintech, financial services, or high-volume service environments is advantageous.

What’s on Offer

• Leadership role within a growing payments-focused business.

• Collaborative and purpose-driven working environment.

• Clear opportunity for growth and development.

• Meaningful work supporting entrepreneurs and businesses.