Description<\/p>\n
Leadership and Team Management<\/p>\n
\tLead and motivate the customer support team to deliver high-quality service across channels (email, live chat, and social media).
\n\tSet clear expectations, provide guidance, and ensure team alignment with Gumtree\u2019s customer-first values.
\n\tConduct regular coaching, performance reviews, and feedback sessions to support individual growth and accountability.<\/p>\n
Operational Expectations<\/p>\n
\tOversee day-to-day operations to ensure timely and accurate resolution of customer queries.
\n\tMonitor key metrics (e.g., Time to First Response, CSAT, Resolution Time, First Contact Resolution) and drive continuous improvements.
\n\tManage queue volumes and allocate resources to meet service levels.<\/p>\n
Quality Assurance and Policy Compliance<\/p>\n
\tEnsure the team adheres to Gumtree\u2019s customer support policies, community guidelines, and data protection standards.
\n\tReview interactions (emails, chats) and provide actionable feedback to maintain quality and consistency.
\n\tIdentify common customer pain points and escalate to relevant teams for resolution.<\/p>\n
Training and Development<\/p>\n
\tIdentify skill gaps and training needs within the team.
\n\tDeliver onboarding training for new team members and ongoing learning opportunities for the team.
\n\tPromote a culture of knowledge sharing and continuous learning.<\/p>\n
Reporting and Insights<\/p>\n
\tPrepare reports on team performance, customer trends, and key issues for management review.
\n\tUse insights from data to proactively address challenges and improve support delivery.<\/p>\n
\u00a0Ad Moderation<\/p>\n
\tCollaborate closely with the Ad Moderation Team Lead to ensure platform compliance, safety, and integrity.
\n\tOversee and manage community risk escalations, including incidents related to predatory behavior, suicide threats, and other critical safety concerns.<\/p>\n
Requirements<\/p>\n
\tAt least 1 Year experience as a team leader or similar role specializing in customer support or technical support operations.
\n\tHigh school diploma or equivalent.
\n\tAdditional qualifications in customer service or a related field are beneficial<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( http:\/\/www.ignitiongroup.co.za\/ ) or<\/p>\n
<\/p>\n","protected":false},"author":2,"featured_media":0,"template":"","meta":{"_promoted":"","_job_location":"","_application":"","_company_name":"Ignition Group","_company_website":"http:\/\/www.ignitiongroup.co.za\/","_company_tagline":"The Ignition Group is one of Africa's largest providers of technology, media, telecommunication and financial services, and is built around a powerful purpose - to make life better through innovative technology. We approach markets that are traditionally complex and contested, and then simplify the... read morem, making life easier for consumers, and business more efficient for our partners. Ignition, a central business vertical to the Ignition Group, was founded in 2002, by brothers Sean and Donovan Bergsma. Ignition Group, now one of Africa\u2019s largest investors in technology, media, telecommunications and financial services sectors, provides a platform for sustainability and success. With a staff complement of nearly 3 000 people, we have a team of experts in the fields of IT, Finance, Marketing, Human Resources, Sales, Development, Compliance, Customer Care, Training and Support. Ignition Group has built a sound infrastructure to support a number of business verticals within the Group, allowing the business verticals to swiftly develop, innovate, adapt and support our Business Partners and strategies. Quadrant 4, Centenary Building, 30 Meridian Drive, Umhlanga, Durban","_company_twitter":"","_company_video":"","_filled":0,"_featured":0,"_remote_position":0,"_job_salary":"","_job_salary_currency":"","_job_salary_unit":""},"job_listing_region":[15],"job-types":[12],"class_list":{"0":"post-12700","1":"job_listing","2":"type-job_listing","3":"status-expired","4":"hentry","5":"job_listing_region-western-cape","7":"job-type-full-time"},"jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings\/12700","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-listings"}],"about":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/types\/job_listing"}],"author":[{"embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/users\/2"}],"wp:attachment":[{"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/media?parent=12700"}],"wp:term":[{"taxonomy":"job_listing_region","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job_listing_region?post=12700"},{"taxonomy":"job_listing_type","embeddable":true,"href":"https:\/\/jobs.dataaxisnode.com\/southafrica\/wp-json\/wp\/v2\/job-types?post=12700"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}