™Customer Support Lead
About the role
Lead Dootsa's support team — quality, coaching, and escalation paths — while staying hands-on with complex tickets. This role suits someone who models multilingual member care and calm POPIA-safe communication. We strongly prefer leaders who speak **three or more** South African official languages and can coach agents on serving customers in their home language.
What you will do
- Own support queue health, SLA awareness, and coaching for front-line agents. - Handle escalations from members, creators, and internal teams with POPIA-safe documentation. - Champion multilingual service: help agents explain English guidance verbally in customers' native languages where appropriate. - Partner with product and Account Management on recurring issues and client-impacting defects. - Maintain audit-ready notes and hiring pipeline input for support growth.
What you need
- 3+ years in customer support or operations leadership; excellent written English. - **Language preference:** fluent in **three or more** South African official languages; confirm languages on application. - **Bonus:** school-level study of additional languages; verbal translation confidence; strong written clarity for transcription workflows. - POPIA discretion and experience with ticketing or CRM systems. - Must pass Dootsa Careers Academy (customer support track, 85%+) before CV review.
South African languages we work in
We prefer support agents who speak 3 or more of the eleven official languages below. When you apply, you will confirm which languages you speak, whether you studied them at school, and whether you can verbally translate English guidance or write clearly for transcription workflows.
Ready to apply?
Sign in or create a free account (~2 min) to start Careers Academy e-learning.
Job board listing: /careers/jobs/customer-support-lead
Direct apply link: /careers/jobs/customer-support-lead/apply?source=job_board
How to apply — simple steps
Follow these steps in order. You can pause anytime and return with the same link.
- 1
Read the role
Understand responsibilities, location, and pay on this listing.
- 2
Careers Academy e-learning
Complete required modules for your track (~30–45 min). Sign in required.
- 3
Pass the 85% assessment
Untimed ~12–15 min quiz. Practice questions available first.
- 4
Submit your CV
Upload PDF, confirm which South African languages you speak (3+ preferred), and note any school study or translation skills.
- 5
If hired: tickets → ratings → translations → AM
Today's desk is the daily ritual. Creators rate staff-built surveys 1–5. Empty queues are Translation Studio toward 100%. That evidence is how support becomes an account manager.