Customer Service Team Leader at Keep

Cape Town, Western Cape, South Africa

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Customer Experience, Food Delivery, POS Technology, Vendor TechIndustries

Requirements

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 — 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 — 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

Responsibilities

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

Skills

Team Leadership

Customer Service

Performance Management

SLA Monitoring

CSAT

QA Reviews

Technical Escalations

POS Troubleshooting

Order Management

Hardware Support

Integration Debugging

Coaching

1:1 Sessions

Queue Management

Workforce Management

Keep

Fintech solutions for Canadian SMB payments

About Keep

Keep Technologies Corp. simplifies financial transactions for Canadian small and medium-sized businesses (SMBs) by offering a suite of web and mobile applications. Their main product is a payment card that can be used both virtually and physically, allowing businesses to manage expenses easily. Unlike traditional banking services that often come with high fees and limited rewards, Keep Technologies provides affordable payment solutions with unlimited cashback rewards. Their business model focuses on competitive rates and eliminating hidden fees, particularly for payments to US vendors. Additionally, they prioritize customer support and seamless integration with existing financial systems, making it easy for businesses to adopt their services. The goal of Keep Technologies is to deliver flexible and cost-effective financial tools that enhance the financial management of Canadian SMBs.

Toronto, CanadaHeadquarters

2021Year Founded

$10.4MTotal Funding

EARLY_VCCompany Stage

FintechIndustries

11-50Employees

Benefits

Health Insurance

Paid Sick Leave

Paid Holidays

Risks

Increased competition from established fintech companies like Stripe and Square.

Regulatory scrutiny in Canada could tighten controls on fintech companies.

Volatility in currency exchange rates could impact Keep's profitability.

Differentiation

Keep offers unlimited cashback rewards, unlike traditional banks with limited rewards.

Their versatile payment card functions both virtually and physically for SMBs.

Keep provides seamless integration with existing financial systems for easy adoption.

Upsides

Embedded finance solutions can expand Keep's reach and customer base.

Open banking in Canada allows Keep to offer personalized financial services.

Real-time payment demand presents an opportunity for Keep to improve cash flow management.

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