CX Front Office Team Lead

Job title: CX Front Office Team Lead

Reporting to: Customer Success Manager

Location: Cape Town

ALL STAFF APPOINTMENTS WILL BE MADE WITH DUE CONSIDERATION OF THE COMPANY’S EE TARGETS

WHAT WE DO

Lula is an innovative and human-focused FinTech company on a mission to help small businesses optimise their cash flow. Our purpose is to help SMEs manage their businesses better, faster, and more simply, so they can spend more time doing what they love.

If you’re looking for a new place to call ‘home’ that believes in the potential of the broader SME landscape in South Africa and a place where you’ll work with awesome people - then Lula’s the place for you!

We’re making business banking fast, human, Lula!

CULTURE CODE

We embrace Curiosity

We win as One

We’re Driven by Purpose

We Execute with Ambition

OVERALL PURPOSE

We’re on the lookout for a dynamic, driven, and hands-on Front Office Team Lead to join our team at Lula. This role is pivotal in managing the daily operations of our Front Office team (Lula Funding + Lula Bank), ensuring service excellence, operational efficiency, and a high-performing, engaged team.

As a key leader in our Customer Experience division, you’ll be responsible for delivering seamless customer interactions across multiple channels, maintaining regulatory standards, driving data-informed improvements, and fostering a culture of accountability, collaboration, and customer obsession

Qualifications & Experience

• Matric (essential), with a qualification in a financial, business, or banking-related discipline (advantageous).
• 5+ years’ experience in a customer experience leadership role, with a proven track record of managing teams within a fast-paced, high-volume banking or financial services environment.
• Demonstrated experience managing and scaling omni-channel support operations (calls, emails, chats, and social media).
• Hands-on operational leader who is comfortable working alongside the team during peak periods and leading from the front.
• Experience implementing and optimizing SOPs, knowledge bases, and operational processes to enhance efficiency and reduce errors.
• Proven ability to manage escalations, resolve customer issues, and navigate complex service scenarios while maintaining brand reputation and customer trust.
• Strong exposure to compliance and regulatory frameworks within the financial services sector.
• Experience in using CRM systems (ideally Zendesk) and data reporting tools to monitor, track, and enhance team performance.
• Demonstrated success in boosting team morale, improving employee engagement, and building collaborative, high-trust environments.
• History of driving continuous improvement initiatives through the analysis of operational data, customer feedback, and frontline insights.
• Prior involvement in change management initiatives
• Experience in coaching, mentoring, and career development of team members, with a structured approach to performance management, growth plans, and skills development.
• Comfortable balancing operational, people management, and strategic priorities, ensuring short-term deliverables while contributing to long-term business objectives.

Competencies

• Strong working knowledge of CRM systems and support ticketing tools (Zendesk preferred).
• Familiar with regulatory compliance, POPIA, and operational risk controls within banking/financial services (advantageous).
• Calm and adaptable under pressure with the ability to pivot and prioritise in a fast-paced environment.
• Confident leader with proven skills in performance management, coaching, and team development.
• Analytical thinker with the ability to extract insights from data and drive the appropriate operational and people-focused action.
• Hands-on team player who builds a positive, productive team culture and works well cross-functionally.
• Consistently outcomes-focused, balancing customer satisfaction, operational efficiency, and business priorities.
• Exceptional attention to detail, with strong time management and organizational skills..
• Strong interpersonal skills, empathy, and the ability to manage team morale effectively.
• Experienced in leading through change and collaborating with internal stakeholders.

Please note that all appointments are subject to our background checking process, which may include Credit, Criminal and any other job inherent checks