Global Customer Operations Team Lead

Department: Customer Experience

Employment Type: Permanent

Location: South Africa

Description

At Veriforce, we help companies in high-risk industries keep their people, worksites, and supply chains safe and compliant. As a global leader in contractor and supply chain risk management, our SaaS platform simplifies contractor onboarding, credentialing, and compliance while providing powerful 
analytics and insights. Beyond software, we offer expert support, training, and consulting so our clients can operate with confidence. Together, we make workplaces safer every day.


Veriforce is seeking a Customer Operations Team Lead, a dynamic leader to manage a team responsible for end-to-end customer journey that blends light sales, guided onboarding, general support assistance, proactive value engagement, and renewal reminders—designed to drive satisfaction and outcomes across the full customer lifecycle, not just a single moment in time.

This is a journey-centric role, not a siloed function. You and your team will engage with Contractors across activation, support, and renewal, ensuring a consistent, high-quality experience that drives compliance, retention, and long-term value. You’ll operate at the intersection of Customer Success, Support, and Operations, owning key moments that directly influence Contractor conversion, satisfaction, and renewal outcomes.

We believe that stellar customer experience is crucial to our mission, the success of our teams, and the value our customers appreciate. The Customer Operations Team Lead plays a critical role in ensuring our teams deliver consistent, high-quality experience for Veriforce Contractors. This is a multi-capability, journey-oriented role that blends customer engagement, problem resolution, and value reinforcement. Success in this role requires strong communication skills, comfort navigating multiple Contractor needs, and a mindset focused on ownership, accountability, and continuous improvement.

Key Responsibilities

Lead a Team
• Provide guidance, coaching, and mentoring to team members to ensure that they are successful and meet individual, team, and department goals and individual KPI’s
• Maintain an inspiring team environment with an open communication culture that encourages collaboration and teamwork
• Drive department strategies to ensure that goals and SLAs are consistently met.
• Support and facilitate new employee training and ongoing training of employees to ensure that they have the necessary skills and knowledge.
• Manage the team to establish performance standards and key performance indicators, ensuring that all customer inquiries and issues are resolved within SLA.
• Serve as a subject matter expert, providing guidance and support to team members.

Workforce and Workflow Management
• Intraday management, monitoring live queues and performance, and proactively adjusting team
allocation and workflows to meet real-time operational demands.
• Allocate and prioritize work within the team to ensure team productivity and operational efficiency is met.
• Monitor team pipelines and performance reports to ensure activity and targets are met.
• Manage team scheduling, including leave planning and daily shift allocation.
• Track and manage schedule adherence.
• Provide backup support by handling calls and support requests as required.
Performance & Continuous Improvement
• Manage daily team activities against defined KPIs and SLAs
• Follow standardized processes while adapting to real-world Contractor needs
• Collaborate with other Team Leads and Leadership to identify gaps in current processes and develop solutions to improve performance.
• Participate in training, feedback loops, and process improvements to enhance outcomes
• Respond to requests and escalations in a timely manner and ensure accurate documentation of customer interactions.
• Conduct ongoing team meetings and one-on-ones to ensure alignment.

Quality Monitoring and Reporting
• Monitor call and engagement quality to ensure overall customer experience is maintained.
• Monitor customer feedback and use it to drive improvements in processes and team performance.
• Regularly and consistently audit calls, chat, email interactions and work performed by team members to ensure quality standards are met.

End-to-End Contractor Engagement
• Lead a team who serves as a primary point of contact for Contractors across their full journey
lifecycle—from activation through renewal.
• Ensure that all team members are able to guide contractors through onboarding and compliance requirements with clarity and confidence.
• Drive proactive outreach to ensure progress, reduce friction, and accelerate time-to-value.

Activation & Onboarding
• Take ownership of the Contractor onboarding process and ensure Team KPI's are being met.
• Drive completion of onboarding milestones and compliance requirements.
• Reinforce expectations and best practices with the team to set the foundation for continued operational and long-term success.

Support & Issue Resolution
• Ensure timely resolution of inbound Contractor inquiries across activation, support, and renewal
topics.
• Troubleshoot issues, coordinate cross-functionally, and drive timely resolution.
• Maintain accurate documentation and clear communication for continuity.

Renewal & Retention Support
• Drive renewal reminders and reinforce value to the team to support contractor retention.
• Identify and address common friction points impacting compliance or renewal.
• Contribute insights to improve overall Contractor experience and lifecycle performance.
Proactive Value Engagement
• Conduct targeted check-ins with Contractors to share insights, updates, and best practices
• Promote adoption of platform features and services that improve contractor experience and lifecycle performance.

Proactive Value Engagement
• Conduct targeted check-ins with Contractors to share insights, updates, and best practices
• Promote adoption of platform features and services that improve compliance outcomes
• Act as a trusted guide—not just a reactive support resource.

Skills, Knowledge and Expertise

Matric Certificate or High School Diploma or Associate's Degree

• 2+ years of Work From Home experience• 3–5 years of experience in:

• Leading a team
• Customer Communications
• Working in Contact Centre environments
• Customer Success
• Account Management
• Relationship Development

• Strong communication skills (written and verbal) with the ability to guide and influence internal teams and customers• Ability to manage multiple priorities and customer needs simultaneously• Problem-solving mindset with a focus on ownership and outcomes• Comfortable operating in a fast-paced, process-driven, and evolving environment

Benefits

Here are just a few of the great reasons you should join our team:

• Work with a global team across North America and international regions
• Be part of a company where culture is a top reason people stay and grow their careers
• Generous paid time off
• Remote work flexibility
• Internet allowance

All job offers are contingent on successful completion of a background check.