Company
CustomerCareTeamLeader
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Care Team Leader. Skills: Team Leadership, Daily Operations, Escalations & Ticket Management, Order, Transaction & Process Oversight, Complaint & Issue Management, Performance, KPIs & SLAs, Project Work & Continuous Improvement, OH &S, Compliance & Governance. Lead and support the Customer Service team in day-to-day operational activities.. Conduct daily team huddles to review workload, priorities, risks, and service commitments.”
What You'll Achieve.
Team adherence to SLAs and response timeframes; Quality and timeliness of escalation resolution; Accuracy and compliance across orders and transactions; Ticket backlog management and ageing reduction; Team engagement, capability uplift, and continuous improvement outcomes
Industry & Context.
problem-solving and stakeholder management capability; Support resolution of delivery blocks, billing blocks, and complex order or invoice issues; Support root cause analysis and corrective actions for recurring issues
What They're Looking For.
Must Have
Proven experience in a customer service leadership or senior customer service role, people leadership, coaching, and escalation management skills, Ability to manage competing priorities in a fast-paced operational environment, problem-solving and stakeholder management capability
Nice to Have
Experience with ERP systems (e. g. SAP) and ticketing/workflow tools preferred
What You'll Do.
Lead and support the Customer Service team in day-to-day operational activities.
Conduct daily team huddles to review workload
and service commitments.
Allocate and manage work across the team to ensure balanced workloads and SLA adherence.
Act as the first point of escalation for complex customer issues and internal queries.
and on-the-job support to team members
Own and manage escalated customer enquiries
and service issues through to resolution
Oversee the customer service inbox and ticketing system to ensure tickets are prioritised
and closed within agreed SLAs
Monitor ticket queues and ageing
identifying risks and reallocating work where required
Ensure clear documentation
and handover of escalated cases
Provide oversight of all order types
and demo coordination
Support resolution of delivery blocks
and complex order or invoice issues
Ensure adherence to internal controls
and quality standards
Act as a point of contact for cross-functional stakeholders (logistics
Review and manage customer complaints
ensuring timely investigation
Support root cause analysis and corrective actions for recurring issues
Ensure complaint handling aligns with internal procedures and quality requirements
Monitor individual and team performance against agreed KPIs and SLAs
Identify performance gaps and implement corrective actions where required
Support the Customer Service Manager with performance reporting and insights
Drive accountability for service quality
Lead or participate in customer service–related projects and improvement initiatives
Identify process inefficiencies and drive continuous improvement across systems and workflows
Support implementation of new processes
and system enhancements
Contribute to documentation
and change management activities
Support OH&S requirements and act as an escalation point for team-related safety concerns
Ensure team compliance with policies
and regulatory obligations
Promote a culture of accountability
and continuous improvement
Undertake additional duties as reasonably required by the Customer Service Manager in support of operational and business objectives
How You'll Work.
Team & Collaboration
Act as a point of contact for cross-functional stakeholders (logistics, finance, sales, operations)
Communication Scope
Clear documentation, communication, and handover of escalated cases
Process & Methodology
Lead or participate in customer service–related projects and improvement initiatives
Full Job Description
**PRIMARY PURPOSE OF THE ROLE** To lead, support, and develop the Customer Service team while ensuring consistent, high-quality service delivery across orders, enquiries, and issue resolution. The role is accountable for day-to-day operational oversight, escalation management, ticket flow, and team performance in line with agreed KPIs, SLAs, and business objectives. **KEY RESPONSIBILITIES** **Team Leadership & Daily Operations** * Lead and support the Customer Service team in day-to-day operational activities. * Conduct daily team huddles to review workload, priorities, risks, and service commitments. * Allocate and manage work across the team to ensure balanced workloads and SLA adherence. * Act as the first point of escalation for complex customer issues and internal queries. * Provide coaching, guidance, and on-the-job support to team members **Escalations & Ticket Management ** * Own and manage escalated customer enquiries, complaints, and service issues through to resolution * Oversee the customer service inbox and ticketing system to ensure tickets are prioritised, progressed, and closed within agreed SLAs * Monitor ticket queues and ageing, identifying risks and reallocating work where required * Ensure clear documentation, communication, and handover of escalated cases **Order, Transaction & Process Oversight ** * Provide oversight of all order types, credits, debits, RGAs, FOC orders, and demo coordination * Support resolution of delivery blocks, billing blocks, and complex order or invoice issues * Ensure adherence to internal controls, approvals, and quality standards * Act as a point of contact for cross-functional stakeholders (logistics, finance, sales, operations) **Complaint & Issue Management ** * Review and manage customer complaints, ensuring timely investigation, escalation, and closure * Support root cause analysis and corrective actions for recurring issues * Ensure complaint handling aligns with internal procedures and quality requirements **P
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