{"id":1663874,"url":"https://alion.io/job/keen-e-commerce-customer-service-team-leader","title":"E-Commerce Customer Service Team Leader","company":{"id":7873,"name":"Keen","domain":"keen.io","url":"https://alion.io/company/keen","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":{"grade":"B","score":75,"open_postings":4,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-24T06:02:35Z"}},"role":"Management","role_family":"Management","seniority":"lead","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cape Town, South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":21000,"max_usd":55000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":21},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-01T00:00:00Z","employer_posted_date":"2026-10-01","last_verified_at":"2026-10-25T03:27:10Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"About Keen\nAt Keen, we don't just deliver services we embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.\nKeen helps some of the most exciting U.S. and international brands scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.\nWe're not a legacy BPO. We're a partner in growth and that's where you come in.\nAbout the Role\nWe're hiring a Customer Service Team Leader to lead and develop a high-performing customer service team supporting a global client.\nThis is a hands-on leadership role for someone who is confident managing people, performance, client relationships, and day-to-day operational priorities. You'll use performance data to coach your team, identify gaps, manage escalations, and drive continuous improvement in a fast-paced environment.\nWhat You’ll Do\nLead, coach, and develop a team of Customer Service Agents\nMonitor and improve team performance, focusing on FCR, CSAT, QA, productivity, and other key metrics\nConduct regular 1:1s, QA reviews, coaching sessions, and performance conversations\nIdentify whether performance gaps are related to skill or will and determine the appropriate action\nManage escalations and support agents with complex customer situations\nBuild and maintain strong relationships with clients and key stakeholders\nReceive and action client feedback while balancing client and operational requirements\nTrack performance data and identify trends, gaps, and opportunities for improvement\nManage daily priorities, queue health, shift coverage, and team accountability\nCollaborate with Operations, QA, Training, and Workforce Management\nEnsure processes and client requirements are consistently followed\nAdapt quickly to changing client requirements and operational priorities\nRequirements\nWhat We’re Looking For\n3-5+ years in customer service, customer experience, or operations, including 1-2+ years in a leadership role\nStrong experience in people and performance management\nStrong coaching and development skills, with an understanding of different learning styles\nAble to identify whether performance issues require coaching, training, support, or performance management\nConfident handling difficult conversations and holding team members accountable\nComfortable interpreting performance data and using insights to drive coaching and team performance\nStrong understanding of FCR, CSAT, QA, and other customer experience metrics\nExcellent client relationship and stakeholder management skills\nStrong communication skills with the ability to work professionally with global and U.S.-facing clients\nStrong systems aptitude and experience using CRM or customer service platforms such as Zendesk, Salesforce, or similar\nHighly adaptable and comfortable working in a fast-paced, constantly changing environment\nStrong organisational and prioritisation skills, with the ability to make decisions based on urgency, client impact, and operational risk\nCalm, proactive, and decisive under pressure\nSchedule & Location\nKeen supports clients around the world and operates in a 24/7/365 environment. Team members are scheduled across a variety of shifts, so flexibility to work different shift patterns is essential.\nThis is a full-time, office-based role located in Salt River.\nBenefits\nWhy Join Keen?\nJoin a collaborative, high-performing team where your growth is a priority. We invest in our people through ongoing learning, career development, an annual Professional Development Budget, and Birthday Leave.\nCompensation\nCompetitive Base Salary\nMedical Aid\nAttendance & Timeliness Bonus\nTransport Allowance\nMonthly Performance Bonus\nCareer Growth: High-performing team members have opportunities to progress Team Managers, QA, Operations or Support\n\nGlobal Support Environment\nAs we support clients across different time zones, Keen operates in a 24/7/365 environment. Team members should be comfortable working flexible schedules to support our clients and deliver an exceptional customer experience.","description_format":"text","description_chars":4138,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible schedule","Professional development"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Commerce","Embedded & Customer-Facing Analytics","Customer Data Platforms (CDP) & Reverse ETL"],"lifecycle":[{"event":"open","at":"2026-10-02T05:05:28Z"}],"visa":[],"liveness":{"score":56,"band":"ok","label":"Likely open","p_open":1,"p_active":0.743,"p_room":0.75,"age_days":23,"expected_fill_days":27,"reasons":["conf:2","win:late"],"computed_at":"2026-10-24T06:02:35Z"},"pay":null,"html_url":"https://alion.io/job/keen-e-commerce-customer-service-team-leader","json_url":"https://alion.io/job/keen-e-commerce-customer-service-team-leader.json","meta":{"generated_at":"2026-10-25T04:04:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5279,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":7873},"rest":"https://alion.io/mcp/rest/get_company?id=7873"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fkeen-e-commerce-customer-service-team-leader"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fkeen-e-commerce-customer-service-team-leader"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fkeen-e-commerce-customer-service-team-leader"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/keen-e-commerce-customer-service-team-leader\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fkeen-e-commerce-customer-service-team-leader"}]}