Job Description

Customer Excellence Team Leader
About Us
We're not just another broadband provider--we're a fast-growing, full-fibre company with a 4.8 Trustpilot score and an 88% team engagement rating to back it up. That means our customers love what we do, and our people love working here. We're big believers in open ideas, real impact, and teams that genuinely enjoy working together. If you're after a role where your voice is heard and your work makes a difference, you might've just found your next move.
About the Role
At brsk, we're all about creating seamless, human-centred experiences--every time a customer reaches out. As our Customer Excellence Team Leader, you'll be at the forefront of that mission, guiding and empowering your team to deliver consistently outstanding service across every touchpoint.
Your leadership will ensure that customer queries are handled with care, speed, and precision--always through the lens of "doing what we say we'll do, when we say we'll do it" and keeping the customer truly at the heart of everything we do.
What You'll Be Doing:

• Championing the voice of the customer across the entire brsk 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 roster.
• Managing fault resolution across multiple channels--call centre, email, social media, in-person, and more.
• 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 people leader who's passionate about customer experience and has a solid track record to prove it. You've walked the walk--working your way up from front-line support to leading high-performing teams--and now you're ready to inspire others to do the same.
What you will bring:

• Proven experience in a customer service team leader or second-tier support role, in a contact centre or face-to-face environment.
• 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 Google Workspace (Docs, Sheets, Gmail, Drive, etc.), 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 or Cape Town.

Join us at brsk and be part of a team where your voice matters, your ideas drive change, and your leadership shapes the future of customer experience.