English, Contact Centers, Customer Satisfaction, Training, Team Leadership, Customer Service, Quality Assurance, Troubleshooting, Leadership, Operations
Job description
Company Description
fibertime is South Africas fastest-growing telco, building affordable, pay-as-you-go internet access for township communities across the country. Our mission is simple: connect everyone to great, affordable internet for R5 a day, no T&Cs.
With operations expanding across all major provinces and a growth pipeline of over 2 million homes under build (and another 2 million earmarked for further expansion), fibertime combines deep infrastructure execution with a customer-centric, technology-driven operating model. Were scaling nationally and shaping the next chapter of South African connectivity.
WHAT WE ARE LOOKING FOR:
The Customer Support Team Leader oversees the daily operations of a team of Customer Support Consultants, ensuring consistent service delivery, quality standards, and positive customer experiences. The role drives coaching, performance management, and small operational improvement initiatives using QA, system, and performance insights, while promoting First Call Resolution (FCR).
WHAT YOU'LL DO (AND LOVE DOING):
People Leadership & Daily Operations
- Supervise and support a team of Customer Support Consultants to meet service standards and SLAs.
- Manage real-time escalations and provide guidance on complex cases.
- Monitor queue performance, workloads, and channel volumes.
- Promote First Call Resolution (FCR) to improve customer satisfaction and reduce repeat contacts.
- Work allocated shifts aligned to operational requirements.
- Collaborate with QA to analyze QA results, customer feedback, and performance metrics to identify coaching priorities.
- Provide day-to-day coaching and support, ensuring agents implement improvements from QA and training feedback.
- Work with the Manager to track performance trends and highlight areas requiring formal intervention.
- Manager conducts formal performance reviews, PDPs, and development discussions; TL supports ongoing monitoring and guidance.
- Ensure adherence to troubleshooting guides, internal processes, and service protocols.
- Review QA reports and coordinate actions to improve team quality scores.
- Reinforce consistency in tone, professionalism, and customer-handling standards across the team.
- Provide regular updates on team performance, workload trends, and key issues affecting service.
- Highlight recurring customer issues, system challenges, and operational pain points.
- Contribute to calibration and quality discussions as needed.
- Support data-driven insights that feed into operational or process enhancement recommendations.
- Work closely with QA, Training, Product, and Workforce teams to resolve operational challenges.
- Participate in continuous improvement activities, including small process-improvement tasks (e.g., testing workflow changes, assisting with minor system updates).
- Support onboarding, refresher training, and team knowledge-sharing initiatives.
Qualifications
- Matric (Grade 12)
- NQF Level 4/5 Contact Centre qualification (advantageous)
- Certificate/Diploma in Business, CX, or Management (advantageous)
- ITIL / ICT-related short courses/certifications (advantageous)
- Must be multilingual, fluent in English and at least 2 other languages (isiZulu, isiXhosa /Setswana).
- 23+ years customer service or support call centre experience team leader role
- Experience working with low-income/informal market customers (advantageous)
- Familiarity with Fibertime coverage areas or lived experience in township/informal/formal low-income areas (advantageous)
- Employment references required
- Strong leadership and people management
- Excellent communication and conflict resolution
- Ability to collaborate effectively with QA, Training, and Operations
- Data-driven approach with the ability to interpret QA insights
- Strong time management and organizational skills
- Ability to work under pressure and manage multiple priorities
- Commitment to achieving First Call Resolution (FCR)
- Ability to support small operational improvement initiatives
At fibertime, leadership means impact - on people, teams, and communities.
As a Customer Support Team Leader, youre not just managing queues and KPIs. Youre shaping how millions of South Africans experience the internet for the first time.
Heres why joining fibertime is different:
Purpose-led leadership
- You will lead a team that supports a product changing lives - affordable, pay-as-you-go fibre with no contracts and no barriers. Every improvement you drive translates into better access to education, work, and opportunity for communities.
- With millions of homes under build and national expansion underway, this is not a steady-state contact centre. Youll operate in a fast-moving, high-growth environment where your leadership, judgement, and ideas genuinely matter.
- You'll coach, guide, and support frontline consultants daily - helping them grow their skills, confidence, and performance. Your ability to motivate, develop, and stabilise a team has visible, measurable outcomes.
- QA results, performance metrics, and customer insights arent just reports, theyre tools youll use to improve service, reduce repeat contacts, and raise the bar on customer experience across channels.
- We value empathy, lived experience, and strong operational discipline. Youll work in a business that understands its customers because many of our people come from the same communities we serve.
- You'll partner closely with QA, Training, Product, and Workforce teams to solve real problems, not just escalate them. Continuous improvement is part of how we work, not a side project.
- As fibertime grows, so do the opportunities. This role offers exposure, responsibility, and the chance to build a leadership track in one of South Africas most exciting telco scale-ups.
