customer service leader

Quantanite

<div>Customer Service Team Leader

Location: Johannesburg, South Africa (Onsite) 
About Us

Quantanite is a global customer experience and digital solutions partner that blends cutting-edge AI with the human touch. Headquartered in London and operating across four continents, our 2,000-strong team helps some of the world&rsquo;s fastest-growing brands scale smarter, work faster, and deliver better service&mdash;every time.

We&rsquo;re not your typical outsourcing company. We believe great service is built on two things: smart tech and even smarter people. From our proprietary AI solutions to our collaborative, people-first culture, we give our teams the tools, training, and trust they need to make an impact.

If you&rsquo;re driven by performance, passionate about developing people, and motivated by operational excellence, you&rsquo;ll thrive at Quantanite. 
Position Overview

The Customer Service Team Leader is responsible for leading a team of Customer Service Associates within our Johannesburg contact centre. Reporting to the Operations Manager, this role focuses on driving performance against client KPIs, building a high-engagement team culture, and ensuring consistent delivery of service excellence.

This is a hands-on leadership role within a fast-paced, target-driven BPO environment, requiring strong coaching capability, data-driven decision-making, and accountability for results. 
Key Responsibilities

Team Leadership &amp; Engagement
<ul>
<li>Lead, motivate, and develop a team of Customer Service Associates to consistently achieve KPIs.</li>
<li>Conduct structured 1:1 coaching sessions, monthly reviews, and real-time feedback.</li>
<li>Foster a positive, inclusive, and performance-focused team environment.</li>
<li>Drive attendance, adherence, and overall team discipline.</li>
</ul>
Performance &amp; KPI Management
<ul>
<li>Monitor and manage key metrics including AHT, CSAT, quality, productivity, attendance, and SLA performance.</li>
<li>Analyse reporting dashboards to identify performance gaps and improvement opportunities.</li>
<li>Implement performance improvement plans where required.</li>
<li>Deliver accurate and timely operational reporting.</li>
</ul>
Operational Delivery
<ul>
<li>Partner with Workforce Management to ensure schedule adherence and optimal staffing coverage.</li>
<li>Support campaign delivery plans and ensure service levels are consistently achieved.</li>
<li>Maintain compliance with company policies, POPIA requirements, and client standards.</li>
</ul>
Customer Experience &amp; Escalation Handling
<ul>
<li>Act as the first escalation point for complex customer queries.</li>
<li>Ensure quality standards are upheld across all customer interactions.</li>
<li>Collaborate with QA and Training teams to address recurring quality trends.</li>
</ul>
Talent &amp; Onboarding Support
<ul>
<li>Participate in recruitment interviews where required.</li>
<li>Support onboarding, nesting, and ongoing development of new hires.</li>
<li>Identify high-potential talent within the team and support succession planning.</li>
</ul>
Cross-Functional Collaboration
<ul>
<li>Work closely with Operations, HR, Training, QA, and WFM to drive overall campaign performance.</li>
<li>Contribute to client meetings, calibrations, and performance discussions where required.</li></ul> 
Qualifications

Essential:
<ul>
<li>Matric / Grade 12 qualification.</li>
<li>Minimum 2&ndash;3 years&rsquo; experience in a contact centre environment.</li>
<li>At least 1 year of proven team leadership experience.</li>
<li>Strong understanding of contact centre KPIs and performance management.</li>
<li>Demonstrated ability to coach and improve underperforming team members.</li>
<li>Strong verbal and written communication skills.</li>
<li>Proficiency in Google Workspace, CRM systems, and reporting tools.</li>
</ul>
Preferred:
<ul>
<li>Previous BPO experience.</li>
<li>Experience managing international campaigns (UK/US clients).</li>
<li>Exposure to workforce planning tools.</li>
<li>Relevant leadership or supervisory training.</li></ul> 
What We Offer
<ul>
<li>Work Model: Onsite role based in Johannesburg.</li>
<li>Development: Access to structured leadership development and internal progression opportunities.</li>
<li>Culture: A collaborative, inclusive, and performance-led environment.</li>
<li>Growth: Clear pathways to Senior Team Leader, Operations Manager, and broader leadership roles.</li></ul> 
Quantanite is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.</div>

Customer Service Team Leader (DD)

Jadeer

<div>Jadeer is hiring a Customer Care Team Leader (Voice &ndash; Non Voice) on behalf of one of our clients based in Egypt, New Cairo. Our client is a leading fintech company operating in the digital payments and consumer finance sector across the Middle East. Through strategic partnerships with major retail and e-commerce brands, the company delivers innovative, technology-driven payment solutions that enhance purchasing power and create seamless customer experiences.
Job Title: Customer Care Team Leader (Voice &ndash; Non Voice)<h3 class="jobSectionHeader">
Key Responsibilities</h3><ul><li>
Lead and manage a team of customer care advisors across voice and non-voice channels.</li><li>
Monitor daily operations to ensure service quality, productivity, and KPI achievement.</li><li>
Provide coaching, mentoring, and performance feedback to drive continuous improvement.</li><li>
Handle escalated customer complaints and complex cases, ensuring timely resolution.</li><li>
Analyze performance reports and identify areas for operational enhancement.</li><li>
Ensure adherence to company policies, compliance standards, and service guidelines.</li><li>
Support recruitment, onboarding, and training of new team members.</li></ul><h3 class="jobSectionHeader">
Qualifications &amp; Requirements</h3><ul><li>
Bachelor&rsquo;s degree in Business Administration, Commerce, or a related field (preferred).</li><li>
2&ndash;4 years of experience in customer service/contact centers, with at least 1 year in a supervisory or team leader role.</li><li>
Experience in fintech, banking, e-commerce, or digital services is a strong advantage.</li><li>
Excellent communication skills in English and Arabic (verbal and written).</li><li>
Strong leadership, coaching, and performance management skills.</li><li>
Ability to manage KPIs, analyze reports, and drive team performance.</li><li>
Flexibility to work rotational shifts if required.</li></ul>
If you are a results-driven leader with a passion for customer experience and team development, this is your opportunity to grow within a fast-paced and innovative fintech environment.</div>

Customer Care Team Leader ( Voice - Non Voice ) - (BPO)

KONE

<div>Head of Service
As the world&rsquo;s cities grow more complex, people&rsquo;s need to move easily becomes even more important. Enabling urban flow requires talent and ambition. Together at KONE, we create the new urban reality. Your career is a journey, and how you travel makes a difference.
 
 
It's time to make a move. Join our flow.
About the Role
We are seeking a dynamic Head of Service to lead the development and execution of our Service business, including Elevators &amp; Escalators. This role will be pivotal in shaping and implementing the Service strategy, achieving budgeted targets, and driving business development initiatives. As a member of the Unit&rsquo;s Management Team, you will enhance customer-centricity, operational excellence, competitive positioning, market share, and profitability, while contributing to KONE&rsquo;s overall strategy and holistic growth.
Key Responsibilities
<ul><li>Drive outstanding performance in safety and quality across the Service business.
</li><li>Promote a customer-centric culture and outside-in thinking in collaboration with other business lines.
</li><li>Build and maintain strong relationships with Service customers.
</li><li>Capture and act on Voice of Customer feedback, ensuring insights are shared with Area/Global teams.
</li><li>Identify current and future opportunities for the Service business.
</li><li>Plan operating budgets, monitor financial performance, and report results.
</li><li>Collaborate with Regional Directors to achieve targets across geographies.
</li><li>Evaluate business results, recommend improvements, and provide feedback on operating model changes.
</li><li>Drive Service contract and repair sales, offering, pricing, and go-to-market strategies.
</li><li>Champion continuous improvement in service excellence (safety, customer focus, quality, efficiency).
</li><li>Collaborate with Regional, Area, and Global colleagues to share best practices.
</li><li>Ensure compliance with operating models and effective deployment of KONE Way initiatives.
</li><li>Contribute to strategic planning and decision-making aligned with KONE&rsquo;s vision and long-term objectives.
</li><li>Lead, evaluate, and develop the Service team.
</li><li>Support negotiation and implementation of collective agreements related to Service activities.
</li><li>Foster a strong service mindset across the organization.
</li></ul>What We&rsquo;re Looking For
Must‑have qualifications
<ul><li>Robust operational, technical and commercial background in Services within Construction, Engineering, Distribution market or Industrial that serve the construction industry in an engineering mindset
</li><li>Track record of driving business results, developing talent and improving customer experience in Services sector
</li><li>Full professional fluency in English and native in Turkish
</li><li>Proven track record in P&amp;L development with clear accountability for financial outcomes
</li><li>Experience in managing diverse large teams (100+) direct &amp; indirect management minimum 3 years
</li><li>Relevant experience in maintenance, spare parts, and sales within a multinational matrix organizations minimum 10 years
</li><li>Visionary leader with future oriented analytical skills
</li></ul>Core profile
<ul><li>Bachelor&rsquo;s or Master&rsquo;s degree in Economics, Engineering, or a related field
</li><li>Strong experience in customer relationship management, portfolio management, and sales or field operations
</li><li>Solid understanding of market dynamics, customer needs, and competitive environments
</li><li>Ability to turn financial, business, and process insights into actionable decisions
</li><li>Strategic thinker with a forward-looking view of market trends and business direction
</li><li>Skilled in competitor analysis and identifying growth opportunities
</li><li>Effective change leader who builds momentum and engagement across teams
</li><li>Clear, influential communicator at all levels with strong stakeholder management skills
</li><li>Committed to customer satisfaction and continuous improvement
</li><li>Strong performance management and talent development capabilities
</li><li>Decisive, accountable leader who makes sound judgments under pressure and coaches others towards common goals
</li></ul>Why Join Us?
At KONE, we are committed to creating a collaborative and innovative environment. If you are passionate about delivering results and ready to take on a challenging and rewarding role, we encourage you to apply and be part of our journey!
At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.
Read more on www.kone.com/careers</div>

Head of Service

<div><div>Position Overview:</div><div>
The Executive &ndash; Customer Service will be responsible for delivering high-quality service to Blue Dart customers by handling inbound calls, resolving shipment-related queries, coordinating timely pickups and deliveries, and ensuring adherence to defined customer service standards. The role also involves promoting sales opportunities through customer interactions and maintaining effective coordination with internal teams to enhance service delivery. Job Purpose:</div><div>
To provide superior customer experience by handling inbound calls, resolving shipment queries, coordinating with operations teams for timely pickups and deliveries, and driving cross-sales opportunities, while ensuring adherence to service quality parameters. Key Roles &amp; Responsibilities:</div><div>
Customer Interaction &amp; Query Resolution</div><ul><li>Handle inbound customer calls in line with defined standard operating procedures and service quality benchmarks.</li><li>Record pickup requests accurately and coordinate with pickup staff for timely execution.</li><li>Resolve customer queries related to shipment tracking, transit times, and delivery updates.</li><li>Manage customer claims and complaints, ensuring coordination with operations for effective resolution, and escalate unresolved cases.</li></ul><div></div><div> 
Sales &amp; Revenue Generation</div><ul><li>Conduct cross-sales, TDD sales, and other customer service sales initiatives to meet defined sales targets.</li></ul><div>
Operational Coordination</div><ul><li>Actively liaise with the tracking team for shipment status updates and forward unresolved queries promptly.</li><li>Ensure all pickup and delivery requests are managed within defined timelines.</li></ul><div></div><div> 
Customer Service Excellence</div><ul><li>Maintain adherence to best-in-class customer service parameters across all interactions. Qualifications &amp; Experience:</li></ul><div></div><div> 
Education</div><ul><li>Essential: Graduate in any discipline.</li></ul><div></div><div> 
Experience</div><ul><li>1&ndash;3 years of experience in customer service or contact centre operations (preferably in logistics/e-commerce/retail).</li><li>Freshers with strong communication skills may also be considered. Skills &amp; Capabilities:</li></ul><div></div><div> 
Core Technical Skills</div><ul><li>Proficiency in handling customer service calls and CRM systems.</li><li>Knowledge of shipment tracking processes and customer query resolution.</li><li>Basic sales orientation with ability to cross-sell products/services.</li></ul><div></div><div> 
Behavioural Competencies</div><ul><li>Communication: Strong verbal communication and listening skills.</li><li>Customer Centricity: Passion for delivering exceptional customer service.</li><li>Problem-Solving: Ability to resolve queries and escalate issues appropriately.</li><li>Team Collaboration: Capability to coordinate effectively with cross-functional teams. Key Performance Indicators:</li></ul><div></div><div> 
Sr. No. Key Result Areas Key Performance Indicators (KPIs)</div><div>
1Ensure timely response to customer pickup and delivery requests</div><ul><li>% of calls answered within defined number of rings/seconds</li><li>Number of abandoned calls</li><li>Average number of calls handled</li><li>Adherence to defined timelines for pickup requests</li></ul><div></div><div> 
2Drive revenues from the customer service channel</div><ul><li>Revenue from Cash Desk Sales, TDD</li></ul><div>
3Ensure capability building of self</div><ul><li>Scores on functional training-related tests</li></ul><div>
4Ensure performance-driven culture</div><ul><li>Adherence to Performance Management System timelines and guidelines</li></ul><div></div><div> 
Why join DHL Blue Dart?</div><div>
When you join us, you&rsquo;re not just taking a job&mdash;you&rsquo;re becoming part of a purpose-led movement that&rsquo;s reshaping the future of logistics across India and the world. At Blue Dart, we don&rsquo;t just deliver parcels&mdash;we deliver excellence, innovation, and opportunity every day.</div><div></div><div> 
Here&rsquo;s what makes us stand out:</div><ul><li>Great Place to Work&reg; Certified&mdash;a testament to our people-first culture, inclusive environment, and commitment to your growth and well-being.</li><li>Competitive pay and performance-linked rewards that truly recognize your impact.</li><li>Structured learning, global exposure, and on-the-job coaching to help you grow faster than ever.</li><li>Best-in-class benefits&mdash;from comprehensive medical cover (including optional parental care) to financial wellness and generous time off.</li><li>A culture that celebrates diversity, innovation, and bold thinking&mdash;where your voice is heard and your contributions matter.</li><li>Global career paths across the DHL Group, opening doors to opportunities in 220+ countries and territories.</li><li>The pride of working with India&rsquo;s most awarded logistics brand, trusted by millions and driven by purpose.</li></ul><div>
This is your chance to do meaningful work, build a career without borders, and thrive in a company that&rsquo;s not just a logistics leader&mdash;but a Great Place to Work. Come grow with us.</div></div>

Executive - Customer Service

Huntington Bank

<div><h1 class="jobSectionHeader">Description</h1>
Summary:
The Retail Service Operations Team Leader is responsible for the oversight of service and operations for ~10 branches within a defined market area, mentoring a team to execute service and operational objectives within Huntington&rsquo;s moderate to low-risk appetite.
Duties &amp; Responsibilities:<ul><li>
Motivates and coaches all branch colleagues in the areas of service and operations onsite at assigned branches.</li><li>
Promotes Huntington&rsquo;s Welcome Culture through actions and coaching.</li><li>
Conducts branch visits to complete required audits, observations, and inspections.</li><li>
Participates in branch huddles to review operations procedures and opportunities.</li><li>
Performs risk management activities including the review, research, follow-up and coaching on operational and service reporting for assigned branches.</li><li>
Escalate issues to appropriate level immediately upon identification. Adheres to all operational, security, risk and regulatory related policies and procedures.</li><li>
Responsible for regular communication/feedback to the Regional Service Operations Manager (RSOM) and District Manager(s) regarding service and operations performance for assigned branches, including conducting monthly District Manager 1-1s.</li><li>
Provides support for branch incident response, including robbery response and manual processing.</li><li>
Adheres to all operational, security, risk and regulatory related policies and procedures.</li><li>
Demonstrates acumen in banking, transaction processing, cash handling, customer service, operations, systems, technology, and communication.</li><li>
Maintains knowledge of all branch related services, technology, and procedures along with completing all required training.</li><li>
Participates in a branch consolidations, openings/closings, relocations, and merger/ acquisition activities as assigned.</li><li>
Perform other duties as assigned.</li></ul>
Basic Qualifications:<ul><li>
High School Diploma or GED</li><li>
3 years of retail service with operational experience</li></ul>
Other<ul><li>
Travel required within assigned market area.</li></ul>
Preferred Qualifications<ul><li>
3 years of experience leading or influencing a team</li><li>
Branch banking experience with operational focus</li><li>
Prior experience managing a team</li><li>
Comfort with technology</li><li>
Experience with MS Office applications</li><li>
Excellent communication skills, both written and verbal</li><li>
Demonstrated problem-solving ability</li><li>
Detail-oriented and thorough</li></ul> 
Exempt Status: (Yes = not eligible for overtime pay) (No = eligible for overtime pay)
No
Workplace Type:
Office
Our Approach to Office Workplace Type
Certain positions outside our branch network may be eligible for a flexible work arrangement. We&rsquo;re combining the best of both worlds: in-office and work from home. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. Remote roles will also have the opportunity to come together in our offices for moments that matter. Specific work arrangements will be provided by the hiring team.
Huntington will not sponsor applicants for this position for immigration benefits, including but not limited to assisting with obtaining work permission for F-1 students, H-1B professionals, O-1 workers, TN workers, E-3 workers, among other immigration statuses. Applicants must be currently authorized to work in the United States on a full-time basis.
Huntington is an Equal Opportunity Employer.
Tobacco-Free Hiring Practice: Visit Huntington's Career Web Site for more details.
Note to Agency Recruiters: Huntington will not pay a fee for any placement resulting from the receipt of an unsolicited resume. All unsolicited resumes sent to any Huntington colleagues, directly or indirectly, will be considered Huntington property. Recruiting agencies must have a valid, written and fully executed Master Service Agreement and Statement of Work for consideration.</div>

Retail Service Operations Team Leader - Austin, TX

inDrive

<div>
 
 
 Department:
 
 Global Customer Support
 
 
 
 Location:
 
 Egypt
 
 
 
 
 Description
 
 
 
 to be added
 
 
 
 Key Responsibilities
 
 
 
 <ul>
 <li>
 Oversee the performance of the customer support team across all channels (chat, email, and calls if needed), including shift seniors.
 </li>
 <li>
 Conduct regular one-on-one meetings, provide feedback, and mentor team members.
 </li>
 <li>
 Ensure achievement of key service KPIs.
 </li>
 <li>
 Monitor service quality and analyze customer inquiries.
 </li>
 <li>
 Handle customer requests and support the team with complex and escalated cases.
 </li>
 <li>
 Recruit, onboard, and train new agents.
 </li>
 <li>
 Ensure compliance with schedules, discipline, and internal regulations.
 </li>
 <li>
 Analyze operational metrics and prepare performance reports.
 </li>
 <li>
 Work on process optimization and keep customer support scripts up to date.
 
 
 
 </li>
 </ul>
 
 Skills, Knowledge &amp; Expertise
 
 
 
 <ul>
 <li>
 At least 2 years of experience as a Manager/Supervisor in customer service or a contact center.
 </li>
 <li>
 Strong team management skills, including regular feedback, mentoring, and performance control.
 </li>
 <li>
 Experience working with service metrics, confident Excel skills, and strong analytical abilities.
 </li>
 <li>
 Fluency in Arabic and English is required.
 </li>
 <li>
 Excellent written and verbal communication skills.
 </li>
 <li>
 Ability to multitask, stress resilience, and strong attention to detail.
 </li>
 <li>
 Experience working with stakeholders and cross-functional teams.
 
 </li>
 </ul>
</div>

Customer Support Group Lead

Freshworks

<div>
 
 Organizations everywhere struggle under the crushing costs and complexities of &ldquo;solutions&rdquo; that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done.
 
 
 
 
 
 There&rsquo;s another option. Freshworks. With a fresh vision for how the world works.
 
 
 
 
 
 At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&amp;P Global, and Sony Music, trust Freshworks&rsquo; customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world.
 
 
 
 
 
 
 Fresh vision. Real impact. Come build it with us.
 
 
 
 
 
 
 
 
 Job Description
 
 
 
 
 As a Customer Success Lead, your primary responsibility will be to engage with our clients, build strong relationships, and ensure they get the most value from our suite of products.
 
 
 
 
 
 
 
 Key Responsibilities
 
 
 
 
 <ul>
 <li>
 Customer Relationship Management: Build and nurture customer relationships with a portfolio of assigned accounts, post onboarding through the entire customer lifecycle.
 </li>
 <li>
 Retention Excellence: Focus on ensuring high customer retention rates and meeting retention goals.
 </li>
 <li>
 Stakeholder Engagement: Develop and maintain trusted working relationships with key decision-makers and power users within client organizations.
 </li>
 <li>
 Client Understanding: Gain a deep understanding of your assigned clients' needs, objectives, and processes to facilitate successful adoption of Freshworks products.
 </li>
 <li>
 Value Maximization: Collaborate closely with the sales team to identify opportunities for upselling additional services, integrations, and features that enhance client success.
 </li>
 <li>
 Proactive Risk Mitigation: Identify and proactively address risks to client success, engaging clients whenever retention issues are identified.
 </li>
 <li>
 Retention Planning: Develop and execute retention plans for clients at risk of churn, ensuring their continued satisfaction.
 </li>
 <li>
 Issue Resolution: Drive the resolution of escalated account issues, working closely with Billing, Support, and other departments.
 </li>
 <li>
 Product Expertise: Maintain an expert level of knowledge regarding Freshworks products and services.
 </li>
 <li>
 Client Advocacy: Represent client interests internally, communicating product concerns, shortcomings, and missing features that may pose retention risks to senior leadership.
 </li>
 <li>
 Contract Management: Manage inquiries, questions, and issues related to contracts from clients and other departments.
 
 
 </li>
 </ul>
 
 Qualifications
 
 
 
 <ul>
 <li>
 Proven success in a Customer Success or Account Management role for a SaaS/product company, with 7 to 12 years of experience.
 </li>
 <li>
 Expertise in account portfolio planning, management, and prioritization. Strong attention to detail and a proactive approach to problem-solving.
 </li>
 <li>
 In-depth knowledge of customer success best practices. Experience driving client adoption of technology or software products.
 </li>
 <li>
 Exceptional communication and relationship management skills. If you are passionate about customer success, thrive in a fast-paced environment, and are ready to make a significant impact as an Individual Contributor in our team, we encourage you to apply for this exciting opportunity.
 </li>
 </ul>
 
 Note: This is an individual contributor role and it functions in the US shift.
 
 
 
 
 
 
 Additional Information
 
 
 
 
 At Freshworks, we have fostered an environment that enables everyone to find their true potential, purpose, and passion, welcoming colleagues of all backgrounds, genders, sexual orientations, religions, and ethnicities. We are committed to providing equal opportunity and believe that diversity in the workplace creates a more vibrant, richer environment that boosts the goals of our employees, communities, and business.
 
 Fresh vision. Real impact. Come build it with us.
 
 
 
 
</div>

Lead - Customer Success

Search 10000+ Customer service leader jobs near you this March. New roles added regularly across leading industries. Apply today.