Customer Engagement Team Lead

About Shop2Shop

The ability to make a payment quickly and at a low cost is an underestimated bedrock of our economy in South Africa. Payments are the financial lifeline of every business and individual. We are on a mission to help entrepreneurs participate and prosper in the digital economy by solving their payments challenges.

When you join Shop2Shop, you join a team of people driven by a shared purpose for why we do what we do every day. The experience of collaboration across teams will be unrivalled. The feeling of belonging to a talented team of people will make this your last career stop. You will find a stimulating and challenging smorgasbord of problems to solve with the aim of supporting entrepreneurs in South Africa.

Purpose of Role

The Customer Engagement Team Lead plays a pivotal role in ensuring a seamless and high-quality experience for customers. This role focuses on executing engagement campaigns, managing lead flow, and coaching the team to deliver consistent results. The Team Lead acts as the first point of escalation for customer issues and supports collaboration across Sales, Partner, and Marketing teams to drive operational success.

Location:
Cape Town

You’ll thrive in this role if…

  • You are highly organised and detail-oriented, able to manage multiple priorities in a fast-paced environment.
  • You lead by example, holding yourself and your team accountable.
  • You use data to make informed decisions and prioritise tasks effectively.
  • You communicate clearly and collaborate across teams to ensure shared success.
  • You enjoy solving customer issues and continuously improving engagement workflows.

What you’ll do

Coordinate customer engagement workflows

  • Assign, monitor, and prioritize leads and tasks to ensure timely follow-up and campaign execution.
  • Track and report key metrics, including lead progression, campaign outcomes, and team performance.
  • Ensure all customer interactions are accurately logged in Zendesk / Respond.IO.
  • Success = Efficient lead handling, high-quality engagement, and actionable insights.

Drive team performance and service excellence

  • Monitor team KPIs and provide coaching to address performance gaps constructively.
  • Role-model effective customer engagement practices and team accountability.
  • Identify opportunities to improve engagement workflows, handover processes, and campaign efficiency.
  • Success = Consistent KPI achievement, optimized processes, and stronger team performance.

Support cross-functional collaboration and escalation management

  • Act as liaison between Customer Engagement team and Sales, Partner, Marketing teams.
  • Handle escalations and customer concerns calmly and professionally.
  • Lead feedback sessions to share insights and improve campaign effectiveness.
  • Success = Smooth cross-team collaboration, fewer escalations, and continuous improvement in customer experience.

People Leadership :

  • Set clear expectations, connect day-to-day work to team OKRs, and communicate with purpose
  • Drive regular growth conversations with your team, ensuring clarity on performance, development areas, and future potential
  • Take the lead on recruitment, onboarding, and training by actively partnering with People Ops — but understanding that the responsibility to build, grow, and retain a strong team ultimately sits with you
  • Hold your team accountable to high standards while understanding the realities on the ground
  • Manage leave approvals, expense claims, and day-to-day team operational needs

Core Competencies

  • Leadership & Team Development: Coach and guide team members, provide feedback, and foster accountability.
  • Problem-Solving: Resolve operational blockers and customer issues efficiently.
  • Attention to Detail: Ensure accurate and complete records of leads, campaigns, and communications.
  • Collaboration: Work effectively with Sales, Marketing, and Partner teams to achieve shared goals.
  • Adaptability: Operate confidently in a dynamic, fast-changing environment.
  • Customer Centricity: Deep understanding of CX principles, focused on building trust and loyalty.

Skills & Knowledge:

  • Proficient in Zendesk / Respond.IO and digital engagement tools.
  • Strong verbal and written communication skills.
  • Ability to track and interpret lead metrics, campaign outcomes, and team performance.
  • Knowledge of designing, implementing, and optimising engagement workflows and handover processes.
  • Ability to handle escalations and customer concerns professionally.

Experience & Qualifications

  • 3–5 years’ experience in operational or administrative roles, including team supervision.
  • Diploma or degree in business, finance, project management, or related field. This is advantageous but not a must
  • Prior experience managing SLA adherence and team performance.
  • Experience executing operational processes and supporting continuous improvement initiatives.

Other Requirements:

  • Own vehicle and valid driver’s license
  • Reliable home workspace / work-from-home setup

Click here to apply.