Customer Support Team Lead

 

 

WHO WE ARE AT BASH 

We are a team of leaders, bold thinkers and friends, and we’re on a mission to create remarkable omni-channel experiences for our customers.

We believe that by being Bold, Accountable, Simple and Human, our values will lead us forward, keeping us real, connected and directed.

By leveraging the power of technology and exceptional talent, we are building products that bring the physical and digital world together to create communities that prosper. This journey requires grit, ambition and teamwork as we transform SA retail for the better.

And we’re only just getting started. Now is the time to jump onboard.

 

---

 

We are creating a leading omni-channel retailer that seamlessly offers customers: digital and physical shopping experiences, wide-ranging logistics services, bespoke financial services, and value-added services and are looking for a new Customer Support Team Lead to join our Customer Support team.

The Customer Support Team Leader will play a pivotal role in leading, coaching, and mentoring our team to deliver exceptional service while driving performance and continuous improvement. If you have a passion for customer service, team development, and operational excellence, this could be the perfect opportunity for you!

WHAT YOU’LL DO:

• Lead & Motivate Your Team: Inspire and guide a team of customer support agents, ensuring they meet performance goals and deliver high-quality service to customers.
• Drive Performance: Track key performance indicators (KPIs) like CSAT, response time, and FCR. Use data to challenge and encourage the team to constantly improve.
• Coaching & Development: Provide regular coaching, feedback, and performance reviews. Develop personalized improvement plans for agents to support growth and performance.
• Process Improvement: Identify inefficiencies and work with the team to streamline processes. Continuously look for ways to enhance team effectiveness and customer satisfaction.
• Escalation Handling: Resolve complex customer issues and escalate when necessary, ensuring that customer experience remains top-notch.
• Team Development & Engagement: Foster a positive and supportive team culture. Engage with agents regularly to promote morale, reduce turnover, and build a high-performing team.
• Support Coverage: Manage shift planning to ensure optimal team coverage, particularly during peak periods. Monitor team performance in real-time to meet service levels.
• QA & Compliance: Conduct regular contact audits, ensuring quality service delivery. Ensure adherence to company policies and compliance standards.
• Employee Wellbeing: Address team stress points and people-related challenges, including absenteeism, to ensure a smooth operation and positive work environment.
• Reporting & Collaboration: Provide regular updates to leadership on team performance, identify trends, and collaborate with cross-functional teams to align on goals.

WHO YOU ARE:

This job is for you if you have:

• Matric (Essential)
• Experience: 2+ years of people management and call center experience; 1-2 years in eCommerce support.
• Tech-Savvy: Proficient in CRM systems (e.g., Freshdesk, Zendesk) and Google Suite.
• Leadership: Strong coaching and mentoring skills, with a focus on performance and development.
• Customer-Focused: Ability to understand both customer and agent needs to improve processes and experiences.
• Results-Oriented: Proven track record in achieving team goals and maintaining high-quality service.
• Organised: Strong time management and multitasking skills in a fast-paced environment.

Skills you already have:

• Well spoken and can communicate clearly & concisely 
• Solution Finder
• Resourceful - Enjoy research and learning
• Basic understanding of math & numeracy"
• Strong organizational and time management skills.
• Internet savvy, familiarity with e-commerce.
• Must have a sense of urgency, be self-motivated, and be proactive.

 

JOINING THE BASH TEAM

---

We empower our people to choose where they would like to do their best work, with the tools they need to get there but we also encourage our teams to travel so we can also make magic happen face to face. Our offices are a vibe, which doesn’t hurt. They are decked out to make collaboration easy and help our team create lasting connections with each other. We bring teams together for planning, celebration, ideation and onboarding, and more. 

BASH PERKS 

Our perks are supercharged by our intangible benefits, like the optionality that comes with building a hyper growth business, being surrounded by the best talent in the biz and building great products that wow our customers and drive growth for our country.

Best of the Best - The wealth of talent we have will surprise + inspire you

Security within a startup - The best of both worlds. TFG's buy-in lets us invest in the people and initiatives we believe in.

Agency and Optionality - Use the ambition and collective force of our talent to drive your career in the direction you dream.

Connection and Friendship - We make sure you connect, laugh and have fun with the team. Play hard, work hard vibes.

Top $$ - The best people, in the right roles, earning at the top tier.

Your Time - We’ve got generous paid holiday, wellbeing leave and even Birthday leave for you to enjoy when you need it.

Exclusive Shopping Discount - Save when you shop across over 500 brands in-store and on bash.com.