Introduction
Customer Experience Team Manager
R18000 - R35000 pm dependent on experience
About the company
We are a fast growing direct to consumer pet care company transforming the way people feed and care for their cats. Our mission is simple: better nutrition, transparency, and service that genuinely puts pet wellbeing first. We manage everything from product innovation to manufacturing and customer support, building trusted relationships with a growing base of loyal customers in the UK and abroad.
Duties & Responsibilities
About the role
We are looking for a Customer Experience Team Manager to lead a team of 6 to 10 customer support specialists. You will drive performance, efficiency, and service quality across every interaction channel from email and live chat to phone and social.
Minimum Requirements (non negotiable):
- Minimum 2 years experience managing a customer service or CX team within a direct to consumer (no physical shops) ecommerce or subscription based environment.
- Proven KPI ownership with the ability to track and deliver on targets for quality, response time, CSAT, and productivity.
- Coaching and performance management expertise with confidence in running structured one to ones, feedback sessions, and development plans that build accountability and motivation.
- Analytical and process driven with comfort using reporting tools to download data, interpret trends, and apply insights to maintain high standards, eliminate inefficiencies, and drive continuous improvement.
- Tech confident with experience using CX systems such as Intercom, Zendesk or similar, Google Workspace, and basic data tools like Sheets, Excel, and dashboards.
What you will do
- Lead, coach, and develop your team through regular one to ones and structured performance reviews.
- Oversee daily operations and queue management ensuring SLAs and quality benchmarks are consistently met.
- Analyse data and customer feedback to identify improvement opportunities and implement solutions.
- Collaborate cross functionally with operations, product, and marketing teams to enhance the customer journey.
- Foster a culture of ownership, continuous improvement, and pride in service quality.
Desired Experience & Qualification
Who you are
- Ideally a pet (cat) owner or willing to get one
- Calm, pragmatic, and effective under pressure.
- Customer focused, empathetic, and clear in communication.
- Naturally data driven and methodical in problem solving.
- Thrives in a fast-moving environment where no two days are the same.
Package & Remuneration
Benefits
- 27 days annual leave
- Annual trip to the UK
- Quarterly socials in Joburg & Cape Town
- 10 days family responsibility leave
- 5 days fertility leave
- R18000 annual personal development budget
- Immaculate vibes with a collaborative, high energy, people first culture
Additional info
This is a full-time position that includes weekend work on a rotating schedule,
To apply please send a strong covering letter to michael@galaxyoutsourcing.com outlining your experience with the minimum requirements numbered 1 – 5 and any additional information that sets you apart. As the title of you mail ad the reference number REF: CX201PF
Interested?
Additional info
This is a full-time position that includes weekend work on a rotating schedule,
To apply please send a strong covering letter to michael@galaxyoutsourcing.com outlining your experience with the minimum requirements numbered 1 – 5 and any additional information that sets you apart. As the title of you mail ad the reference number REF: CX201PNT
