CX Team Lead

Recruiter:

The Legends Agency

Job Ref:

CS60

Date posted:

Thursday, May 14, 2026

Location:

Cape Town, South Africa

Salary:

Market Related

SUMMARY:
The Customer Experience Team Lead is responsible for overseeing front-line customer support operations while leading a team of CX Specialists based in South Africa.

POSITION INFO:

CX Team Lead

Lead and grow a high-performing CX team supporting salon partners and customers across the UK and Ireland market.

Cape Town, South Africa | Customer Experience | Full-Time, Office Based

About Our Client

Our client operates in a fast-paced, customer-focused environment where service quality and operational excellence are central to the business. Working as part of an international team, this role plays a key part in shaping customer satisfaction, supporting salon partners, and driving continuous improvement across CX operations.

This is an opportunity to build and influence a team that directly impacts the company’s public image and commercial performance while working in a collaborative and evolving environment.

The Role: CX Team Lead

The Customer Experience Team Lead is responsible for overseeing front-line customer support operations while leading a team of CX Specialists based in South Africa. Reporting directly to the CX Manager UKIE, this role combines people leadership, operational oversight, and process improvement.

The successful candidate will lead by example, support escalations when needed, monitor team performance, and drive efficiencies that improve both the customer and salon partner experience.

Key Responsibilities

Proven experience leading a customer support or customer experience team
Lead and manage a team of approximately 10 CX Specialists
Monitor, analyse, and improve team KPIs and operational performance
Identify and implement process improvements to enhance customer and partner experiences
Provide coaching, feedback, and ongoing development support to team members
Manage backlogs, monitor inquiry volumes, and allocate resources effectively
Support onboarding and day-to-day use of third-party tools
Handle escalations and remain hands-on within the operation when required
Maintain high-quality, efficient, and scalable communication standards

About You

Proven experience leading a team in a customer-facing environment
Experience supporting customers across multiple communication channels
Strong communication skills with fluency in spoken and written English
Analytical mindset with the ability to use data to inform decisions
Ability to delegate effectively and build trust within a team
Results-driven with a focus on achieving targets and improving performance
Customer-focused and empathetic approach to problem-solving
Positive leadership style with the ability to motivate and develop others
Adaptable and comfortable working in a fast-changing environment

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