Customer Service Team Leader

Responsibilities

• Lead, motivate, and manage a team of customer service advisors on a day-to-day basis
• Monitor team performance against KPIs (e.g. response times, resolution rates, customer satisfaction) and take action to improve results
• Conduct regular 1:1s, coaching sessions, and performance reviews
• Handle escalated customer queries and complaints with professionalism and empathy
• Support recruitment, onboarding, and training of new team members
• Identify trends in customer feedback and work with wider teams to improve processes
• Create and maintain a positive, supportive team culture
• Manage rotas, workload distribution, and shift coverage
• Report on team performance to senior management

• Minimum 2 years' experience managing or leading a team, ideally within a customer service environment
• Excellent communication and interpersonal skills
• Strong problem-solving skills with a calm, solutions-focused approach
• Experience using customer service software/CRM systems (e.g. Dixa, Shopify, Fulfil) is a plus
• Ability to coach, motivate, and develop team members
• Comfortable working with performance data and KPIs
• Resilient, adaptable, and able to thrive under pressure
• A genuine passion for delivering great customer experiences

Demonstrates strong leadership in managing customer service teams, focusing on performance improvement through effective coaching, communication, and data analysis. Skilled in fostering a positive team culture while ensuring high customer satisfaction and efficient operations.

• Dixa
• Shopify
• Fulfil