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About the role
Key responsibilities & impact- Lead and support a team of Customer Service Agents
- Oversee the inbox to ensure high productivity, SLA adherence and efficient workload management
- Ensure correct inbox views are used and work is prioritised effectively
- Monitor daily operational plans and ensure ad-hoc tasks are completed
- Provide real-time support through internal communication channels and escalate issues when appropriate
- Drive customer satisfaction by meeting CSAT, response time, ticket handling and resolution targets
- Coach the team on customer retention techniques, subscription management and value-driven conversations
- Conduct regular 1-2-1s, performance reviews and coaching sessions
- Complete quality assurance reviews, provide actionable feedback and participate in calibration sessions
- Produce weekly performance reports and use data to identify improvement opportunities
- Monitor customer trends, recurring issues and operational risks; escalate findings and recommend process improvements
- Act as the first point of contact for day-to-day operational issues and help resolve blockers
- Support onboarding and training of new team members when required
Requirements
What you’ll need- Experience leading, mentoring or coaching team members
- Proven track record of working in a high-volume customer support environment
- Strong understanding of customer satisfaction metrics and operational KPIs
- Experience with subscription-based products and customer retention strategies is desirable
- Flexibility to work weekends and public holidays as part of a rotating schedule
- Experience using customer support platforms such as Gorgias, Zendesk, Shopify or similar is advantageous
- Excellent written and verbal communication
- High quality standards and attention to detail
- Analytical, proactive and solutions-focused approach
- Ability to remain calm and organised in a fast-paced environment
- Collaborative, positive, accountable and reliable approach
- Comfortable making decisions and adaptable in a growing startup environment
Benefits
Comp & perks- Permanent, full-time employment
- Remote work
- Use your own device