Customer Support Team Lead

Are you a hands-on leader who thrives in fast-paced environments, knows how to bring out the best in people, and has a passion for service excellence?

Karri, a leading South African fintech platform making school payments easy, safe, and efficient, is looking for a Customer Support Team Lead to help drive performance, uplift our team, and take our customer experience to the next level.

We’re searching for a natural leader who can:

• Lead with both authority and empathy, setting a strong example in professionalism and service.
• Identify and remedy training or knowledge gaps, ensuring consistent performance across the team.
• Coach, train and mentor team members while fostering a positive and motivating work culture.
• Take initiative and think on their feet — you're not just a problem-solver; you're a solution starter.
• Multi-task with calm confidence, managing team workflow while assisting with escalations and complex queries.
• Inspire the team to consistently meet and exceed targets, delivering an exceptional support experience.
  

Key Responsibilities:

• Oversee daily operations of the Customer Support team.
• Provide ongoing training and development, ensuring skill growth and product knowledge.
• Monitor team performance, implement performance improvement plans, and celebrate wins.
• Manage escalations and support the team in complex or sensitive queries.
• Collaborate closely with internal departments to ensure seamless issue resolution.
  
• Identify system and workflow improvements to enhance the team's efficiency.
• Support the team to reach team and individual targets.
• Drive a culture of accountability, support, and excellence.
• Manage relationship with internal and external clients of Karri.

You’ll Succeed If You:

• Must have a minimum of 3yrs previous experience in a customer support supervisory or team lead role.
• Are highly organized, proactive, and solution-oriented.
• Communicate clearly, constructively and confidently.
• Thrive under pressure and know how to keep your team focused, supported, and energized.
• Are tech-savvy, adaptable, and always ready to roll up your sleeves.
• Advanced Excel Skills.
  
• Knowledge of financial services or payment processing is a plus.

Typical working hours - 7am-4pm / 8am-5pm / 10am-7pm . Alternative Saturdays and Public holidays.

Due to the high volume of CV's received, only shortlisted applicants will be contacted. Should you not receive communication from our offices within two weeks of submission please note that your application will not be considered for this position.