Global Customer Operations Team Lead

This is a fully remote position, open to applicants in South Africa.

📋 Description

• Offer guidance, coaching, and mentoring to team members to help them succeed and achieve their individual, team, and departmental objectives, along with personal KPIs.

• Foster an engaging team environment characterized by open communication, promoting collaboration and teamwork.

• Propel departmental strategies to ensure consistent achievement of goals and service level agreements (SLAs).

• Assist with new employee onboarding and facilitate ongoing training for current employees to equip them with essential skills and knowledge.

• Oversee the team to set performance standards and key performance indicators, ensuring all customer inquiries and issues are addressed within the SLA.

• Act as a subject matter expert, offering advice and support to team members.

• Supervise live queues and performance, proactively adjusting team allocations and workflows to respond to real-time operational needs.

• Distribute and prioritize tasks within the team to maintain productivity and operational efficiency.

• Review team pipelines and performance reports to ensure that activities and targets are achieved.

• Oversee team scheduling, including leave management and daily shift assignments.

• Conduct regular team meetings and one-on-ones to ensure alignment.

⛳️ Requirements

• Matric Certificate, High School Diploma, or Associate's Degree.

• A minimum of 2 years of experience working from home.

• 3–5 years of experience in:

• • Leading a team
• • Customer communications
• • Working in contact center environments
• • Customer success
• • Account management
• • Relationship development

• Excellent communication skills (both written and verbal), with the ability to guide and influence internal teams and clients.

• Capability to manage multiple priorities and customer needs concurrently.

• Problem-solving mindset focused on ownership and results.

• Comfortable functioning in a fast-paced, process-oriented, and dynamic environment.

🏝️ Benefits

• Collaborate with a global team across North America and other international regions.

• Join a company where culture is a key reason employees stay and advance their careers.

• Enjoy generous paid time off.

• Benefit from remote work flexibility.

• Receive an internet allowance.