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.

Keen 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.

We're not a legacy BPO. We're a partner in growth — and that's where you come in.

About the Role

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.

This is a hands-on leadership role ideal for someone with industry experience supporting food delivery platforms, POS systems, or vendor tech. You should be confident handling complex technical escalations, leading by example, and mentoring a team toward excellence in a fast-paced, high-pressure support environment.

What You’ll Do

• 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., UberEats, Rappi, DoorDash) 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

Requirements:
What We’re Looking For

• 3–5+ years in customer service or tech support, including 1–2+ years in a leadership role
• Prior experience supporting restaurant tech, delivery platforms (UberEats, DoorDash, 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

Benefits:
What’s In It for You

• 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.