Team Leader (Onboarding)

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 Management

• Lead, support, and motivate the onboarding team.
• Provide continuous coaching, guidance, and training.
• Conduct monthly KPI discussions and performance check-ins.
• Schedule monthly shift rosters and ensure the online roster is always up to date.
• Ensure effective leave management.
• Complete probation reports for all new onboarding employees.
• Stand-in Support team leader, when required.
  

Operational Oversight

• Ensure workloads are well-managed and that onboarding tasks are consistently on track.
• Monitor daily statistics and provide feedback in real-time.
• Oversee ad-hoc projects.
• Serve as the primary liaison between the onboarding team and other departments, as well as external partners.
  

Quality Management

• 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 quickly and effectively.
  

Performance & Activation Goals

• Maintain active call coverage: someone must be available during core hours.
• Provide regular updates to management on onboarding progress and team performance.
• Waive activation fees where appropriate in line with company guidelines.

• Proven experience in a customer service role, with at least 2 years in a leadership or mentorship capacity.
• Strong understanding of customer service principles and practices.
• Fluency in Afrikaans and English, with excellent communication skills.
• Demonstrated ability to lead and motivate teams effectively.
• Proficient in using CRM software and related customer service tools.
• 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.
• Ability to work flexible hours, including weekends and holidays as required.
• 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!