Property Onboarding Team Leader

LekkeSlaap is South Africa’s leading accommodation booking platform, known for its user-friendliness, exceptional customer experience, and extensive local accommodation options. Owned by Tripco, a travel technology company based in Cape Town, LekkeSlaap is committed to innovation, best-in-class customer service and setting new standards in travel technology.

We’re looking for a proactive, results-driven, and highly organised individual to lead our dynamic Property Onboarding team. As the Property Onboarding Team Lead, you'll play a pivotal role in ensuring that our new property listings are activated efficiently and to the highest quality standards, while providing team members with the leadership, support, and mentorship they need to thrive.

The ideal candidate is not only a natural leader with strong communication skills and a passion for customer service, but also has the expertise to implement effective processes and drive results within a dynamic team. If you thrive on mentorship and love building team culture, and have a keen eye for process optimisation, we’d love to hear from you!

Key Responsibilities:

Leadership & Team Support

• Lead and motivate a team of onboarding specialists with energy and care.
• Provide ongoing coaching, mentorship, and skills development.
• Conduct regular performance check-ins and monthly KPI reviews.
• Manage shift schedules and ensure up-to-date online team rosters.
• Ensure effective leave management, considering operational needs.
• Lead onboarding initiatives and complete probation reports for all new onboarding employees.
• Step in as Acting Property Support Team Lead when required.

Operational Excellence

• Ensure workloads are well-managed and that onboarding tasks are consistently on track.
• Monitor real-time team performance metrics and provide prompt feedback.
• Manage cross-team communication and serve as the primary liaison with other departments and external partners.
• Drive ad hoc projects and contribute to broader team initiatives.

Quality & Process Optimisation

• Conduct day-to-day work assessments to identify blockers, time sinks, and areas for improvement.
• Ensure high-quality listings by maintaining and implementing new checks to stay current with industry best practices.
• Resolve internal and external onboarding escalations with speed and professionalism.

Activation & Performance

• Ensure call coverage during core business hours.
• Provide regular updates to management on onboarding progress and team performance.
• Apply activation fee waivers in line with company guidelines when necessary.

• Proven experience in a customer service role, with at least 1 year in a leadership or mentorship capacity.
• Strong understanding of customer service principles and best practices.
• Fluency in Afrikaans and English, with excellent communication skills.
• Demonstrated ability to lead and motivate teams effectively.
• Tech-savvy and proficient in customer service software.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent interpersonal, communication, and conflict-resolution skills.
• Detail-oriented with strong organisational and multitasking abilities.
• A positive attitude and commitment to delivering exceptional service.
• Ability to thrive in a fast-paced, collaborative environment.
• A commitment to personal and professional growth, with a passion for team development.

• Competitive basic salary and incentive structure
• Hybrid working: Work from home with required in-office days
• Modern offices based at the V&A Waterfront
• Travel vouchers and exclusive discounts
• FeelBetterFast: Employer-funded pharmacy visits
• Pension fund contributions
• Generous leave package
• An additional half-day off every month
• Monthly team events and more!