Senior Customer Service Team Leader

About Keen

At 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.

We're hiring a Customer Service Team Lead to support a global client in the POS (point of sale) tech and delivery space. You'll be responsible for leading a frontline team of 12-15 agents, ensuring they deliver consistent, high-quality service to restaurant partners, food vendors, and merchants across the U.S.

• Manage, coach, and inspire a team of 12-15 Customer Service Agents
• Monitor and improve team performance, focusing on SLAs, CSAT, QA, and productivity
• Serve as an escalation point for complex technical issues, customer churn risk, and high-impact cases
• Guide agents through real-time troubleshooting — including POS errors, order failures, hardware disconnects, and integration bugs
• Conduct regular 1:1s, QA reviews, and coaching sessions to ensure agent development
• Align with internal teams and platform partners (e.g., Uber Eats, Rappi, Door Dash) to resolve systemic or integration-related issues
• Lead daily stand-ups, manage queue health, and ensure shift coverage and accountability
• Collaborate with operations, workforce management, QA, and training teams to build a high-performing unit
• Track key metrics and provide insights to drive improvements across support workflows
• Contribute to onboarding and training of new team members, especially in platform-specific tools and processes

• 3-5+ years in customer service or tech support, including 1-2+ years in a leadership role
• Prior experience supporting restaurant tech, delivery platforms (Uber Eats, Door Dash, Rappi, DiDi), or POS systems (Toast, Square, Lightspeed, etc.) is highly preferred
• Familiarity with food ordering systems, menu management, and third-party integrations
• Strong understanding of ticket handling, queue management, and escalation paths in a high-volume support environment
• Technical confidence — you're comfortable navigating hardware issues, connection errors, and SaaS workflows
• Excellent verbal and written English (C1 or greater), with the ability to guide, coach, and motivate clearly
• Calm, empathetic, and decisive in high-pressure situations — you lead from the front
• Experience working with support platforms like Zendesk, Intercom, Salesforce, or similar
• Comfortable collaborating across hybrid and remote environments, particularly with U.S.
  
  -based teams
• High attention to detail and a proactive mindset

• Competitive full-time compensation
• Collaborative office culture in Foreshore, Cape Town
• Transport and Medical allowances
• Lead a high-impact team serving one of the most innovative names in food tech
• Opportunities for advancement into QA, Workforce, Ops Management, or Training
• Birthday leave + professional development budget
• Be part of a global team that values empathy, ownership, and operational excellence

This is a full-time position, working from 10 am to 7 pm EDT (3 pm to 12 am SAST), supporting U.S.

-based customers. From November to March, the shift adjusts to 4 pm to 1 am SAST (U.S. Standard Time).

The role is in-office, based at our Wembley Square, Cape Town location. Reliable commuting to and from the office is required.