E-Commerce Customer Service Team Leader

Company

Keen

Where

Cape Town, Western Cape, South Africa

Level

Manager

First seen

October 27, 2026

Postings

2

Listed via

Workable

What the posting says

You'll use performance data to coach your team, identify gaps, manage escalations, and drive continuous improvement in a fast-paced environment. What You’ll Do - Lead, coach, and develop a team of Customer Service Agents - Monitor and improve team performance, focusing on FCR, CSAT, QA, productivity, and other key metrics - Conduct regular 1:1s, QA reviews, coaching sessions, and performance conversations - Identify whether performance gaps are related to skill or will and determine the appropriate action - Manage escalations and support agents with complex customer situations - Build and…

Read more and apply on Keen's site

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