Customer Service Team Manager

Customer Experience Team Manager
R18000 - R35000 pm dependent on experience

About the company


We are a fast growing direct to consumer pet care company transforming the way people feed and care for their cats. Our mission is simple: better nutrition, transparency, and service that genuinely puts pet wellbeing first. We manage everything from product innovation to manufacturing and customer support, building trusted relationships with a growing base of loyal customers in the UK and abroad.

About the role


We are looking for a Customer Experience Team Manager to lead a team of 6 to 10 customer support specialists. You will drive performance, efficiency, and service quality across every interaction channel from email and live chat to phone and social.

Minimum Requirements (non negotiable):

1. Minimum 2 years experience managing a customer service or CX team within a direct to consumer (no physical shops) ecommerce or subscription based environment.
2. Proven KPI ownership with the ability to track and deliver on targets for quality, response time, CSAT, and productivity.
3. Coaching and performance management expertise with confidence in running structured one to ones, feedback sessions, and development plans that build accountability and motivation.
4. Analytical and process driven with comfort using reporting tools to download data, interpret trends, and apply insights to maintain high standards, eliminate inefficiencies, and drive continuous improvement.
5. Tech confident with experience using CX systems such as Intercom, Zendesk or similar, Google Workspace, and basic data tools like Sheets, Excel, and dashboards.

What you will do

• Lead, coach, and develop your team through regular one to ones and structured performance reviews.
• Oversee daily operations and queue management ensuring SLAs and quality benchmarks are consistently met.
• Analyse data and customer feedback to identify improvement opportunities and implement solutions.
• Collaborate cross functionally with operations, product, and marketing teams to enhance the customer journey.
• Foster a culture of ownership, continuous improvement, and pride in service quality.

Who you are

• Ideally a pet (cat) owner or willing to get one
• Calm, pragmatic, and effective under pressure.
• Customer focused, empathetic, and clear in communication.
• Naturally data driven and methodical in problem solving.
• Thrives in a fast-moving environment where no two days are the same.

Benefits

• 27 days annual leave
• Annual trip to the UK
• Quarterly socials in Joburg & Cape Town
• 10 days family responsibility leave
• 5 days fertility leave
• R18000 annual personal development budget
• Immaculate vibes with a collaborative, high energy, people first culture

Additional info
This is a full-time position that includes weekend work on a rotating schedule,

To apply please send a strong covering letter to michael@galaxyoutsourcing.com outlining your experience with the minimum requirements numbered 1 – 5 and any additional information that sets you apart. As the title of you mail ad the reference number REF: CX201PF

Posted on 20 Oct 15:03, Closing date 19 Dec