CX Front Office Team Lead at Lula – Apply Now!

About Lula

Lula is a purpose-driven FinTech company dedicated to helping South Africa’s small businesses manage their cash flow faster, better, and more simply. We believe in making business banking fast, human, and Lula! We’re on a mission to empower SMEs so they can spend less time worrying about finances and more time doing what they love.

About the Role

We’re looking for a dynamic and driven CX Front Office Team Lead to head up our frontline support teams across Lula Funding and Lula Bank. This leadership role is essential in ensuring a world-class customer experience, operational excellence, and a positive, high-performance team environment.

You’ll play a key role in delivering seamless, multi-channel customer support, maintaining regulatory compliance, and leading with empathy and ambition.

What You’ll Be Doing

• Lead, coach, and manage the performance of the Front Office customer experience teams

• Deliver exceptional service across channels (phone, email, chat, social media)

• Ensure compliance with regulatory standards (including POPIA and risk controls)

• Resolve escalated issues and complex customer concerns promptly

• Optimize and implement Standard Operating Procedures (SOPs)

• Maintain knowledge bases and streamline operations to reduce error rates

• Collaborate cross-functionally to drive continuous improvement

• Analyze data and customer feedback to enhance service delivery

• Manage team engagement, morale, and personal development plans

• Actively participate in change management and operational planning

Minimum Qualifications & Experience

• Matric (required); degree/diploma in business, finance, or banking is advantageous

• 5+ years of experience in a customer-facing leadership role in the financial services or banking sector

• Experience with CRM systems (Zendesk highly preferred)

• Proven success managing high-volume, omni-channel support operations

• Hands-on leadership style, especially during peak workloads

• Excellent problem-solving and conflict resolution skills

• Strong understanding of compliance and regulatory standards

• Data-driven mindset with excellent analytical abilities

• Experience in coaching, mentoring, and employee engagement

Key Competencies

• Proficiency in CRM tools and support platforms (e.g., Zendesk)

• Understanding of POPIA and risk frameworks

• Excellent interpersonal and communication skills

• Highly organized and able to multitask in a fast-paced environment

• Empathetic, people-first leader with a can-do attitude

• Comfortable managing operations, people, and strategic deliverables simultaneously

• Ability to thrive in an ever-evolving FinTech ecosystem

Why Work at Lula?

• Be part of a fast-growing FinTech company redefining the SME banking experience in South Africa

• Work in a supportive and dynamic team that lives by our culture code:

  • We Embrace Curiosity

  • We Win as One

  • We’re Driven by Purpose

  • We Execute with Ambition

• Career growth, learning opportunities, and exposure to industry-leading practices

🔗 Find similar jobs at: https://careerjunctionza.co.za/jobs/

📄 CV TIPS for CX Front Office Team Lead Applicants

1. Highlight Leadership Experience: Showcase your experience leading customer support teams, especially in financial or FinTech environments.

2. Demonstrate Operational Expertise: Emphasize your ability to implement and manage SOPs, CRM tools, and data-driven improvements.

3. Showcase Regulatory Knowledge: Mention your understanding of compliance standards like POPIA, especially if you’ve worked in banking or financial services.

4. Use Metrics: Include KPIs such as reduced call wait times, improved CSAT scores, or increased team productivity under your leadership.

5. Tailor for the Role: Use the job description as a checklist—include keywords like “omni-channel support,” “team morale,” “compliance,” and “CRM tools.”

🌐 Company Website: https://www.lula.co.za