Job Description

Customer Excellence Team Leader
This role is working with our sister brand YouFibre
About the Role
At YouFibre, we're passionate about making every customer interaction simple, genuine, and stress-free. In your role as Customer Excellence Team Leader, you'll be a key part in making that happen. You'll lead support and inspire your team to deliver exceptional service.
Making sure customer queries are dealt with quickly and with real attention to detail. Staying true to our promise of doing what we say we'll do when we'll do it. We always keep the customer at the centre of everything we do.
What You'll Be Doing:

• Championing the voice of the customer across the entire YouFibre business.
• Leading, mentoring, and coaching a team of Customer Excellence Agents to deliver best-in-class support every single time.
• Ensuring a seamless 24/7/365 customer service experience via a rotating monthly rota.
• Managing fault resolution across multiple channels - calls, email, social media.
• Embedding a First Contact Resolution approach as the standard for handling enquiries.
• Monitoring and improving customer experience through consistent feedback loops.
• Holding monthly 1:1s with team members to guide growth, engagement, and performance.
• Driving operational efficiency and effectiveness across the team.
• Measuring performance against clearly defined KPIs--and celebrating wins.
• Encouraging cross-functional collaboration to continually elevate the customer journey.

About You
You're a natural leader who knows what great customer experience looks like and how to make it happen. You've led successful teams and know how to inspire and motivate those around you. You're passionate about people, driven by results, and ready to bring that energy and experience to YouFibre.
What you will bring:

• Proven experience in a customer service team leader role.
• Strong knowledge of technical support and social media customer interactions.
• A coaching-first mindset, your team feels supported, challenged, and empowered under your guidance.
• An obsession with the customer journey, paired with the operational acumen to drive results.
• Excellent communication skills, both written and verbal and the ability to connect with people at all levels.
• The ability to thrive in a fast-paced, ever-evolving environment.
• Experience with customer service ticketing systems, QuickBase, HubSpot, and Microsoft Office suite, Teams, Dialpad Telephony, Workforce management and contact centre statistics/analytics

Other Things to Know

• This is a primarily remote position, so you'll need a reliable laptop, a strong internet connection, and load-shedding backup. We'll provide a monthly remote work and connectivity allowance.
• While you'll mostly work from home, you'll also deliver in-person training and attend occasional team meetings, so you must be based in or around Johannesburg.

Join us at YouFibre and be part of a team where your voice matters, your ideas drive change, and your leadership shapes the future of customer experience.
Please note this a FTC for 3 months with the possibility of becoming permanent.

Skills Required