Customer Service Team Leader

Join Our Dynamic Team as a Customer Experience Team Leader🌟 

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our dynamic team. If so, we have the perfect opportunity for you!  

What will you be doing? 

Working closely with the Senior Customer Experience Manger, the Customer Experience Team Leader is responsible for leading, developing, and supporting a team of Customer Experience Executives to deliver an exceptional customer experience across their assigned accounts. This role ensures the team consistently provide a seamless end‑to‑end journey, from initial customer request to case closure, while driving continuous improvement, customer advocacy, and operational excellence. 

The Team Leader will act as an escalation point, coach, and performance driver, ensuring SLAs, CSAT targets, and quality standards are consistently achieved and exceeded. 

Accountabilities and Deliverables

• Lead, support, and develop a team of Customer Experience Executives through regular 1:1s, coaching, and performance management. 
• Monitor daily performance and team workload against KPIs including CSAT, First Contact Resolution, SLA adherence, case quality, and retention.
• Drive a culture of accountability, customer advocacy, and high performance within the team. 
• Provide guidance and support on complex or high-risk customer cases, acting as an escalation point. risk customer cases, acting as an escalation point.
• Ensure consistent quality of communication and case handling across all team members. 
• Ensure customer contact details and case information are consistently updated within the CRM system.  
• Ensure compliance with all regulatory requirements and internal processes. 
• Identify trends in customer issues, feedback, or operational blockers, and work cross functionally to address root causes. functionally to address root causes.
• Recommend enhancements to processes, communication standards, or customer journey touchpoints.
• Support the rollout of new CX initiatives, systems, and best practice frameworks. 

Core Competencies 

• Strong leadership, coaching, and mentoring abilities. 
• Ability to build and maintain strong relationships while also nurturing internal collaboration.
• Advanced understanding of CRM tools and customer interaction tracking.   
• Excellent written and verbal communication skills, with a strong customer centric approach.
• Ability to champion customer advocacy and drive improvements to the brand experience.
• Strong organisational and prioritisation skills, with the ability to manage team workload efficiently.
• Comfortable working in a fast-paced environment and owning problems through to resolution paced environment and owning problems through to resolution.

Skills and Qualifications required: 

• Proven experience leading a customer service or customer experience team. 
• Strong customer focus with a track record of improving satisfaction and performance. 
• Minimum 3 years’ experience in a customer service, customer experience, or similar role.
• Excellent stakeholder management capabilities. 

Key Performance Indicators​​​​​​​: 

• Team engagement & performance outcomes. 
• Customer retention rate.
• First contact resolution.
•  Internal and external SLA measures.
• CSAT Performance.
• Case quality.