S1 Team Lead (Manager) — First-Line Support & Client Experience
Ello Technology Pty Ltd
Job Description
S1 Team Lead (Manager) — First-Line Support & Client Experience
Role Purpose
Why S1 Exists
S1 exists to deliver a predictable, professional client experience through:
- Rapid response and triage
- High first-contact resolution
- Clean communication
- Disciplined escalation
- Stable day-to-day operations
S1 sets the tone for trust. Your job is to make S1 fast, calm, consistent, and measurable.
90-Day Mission
Definition of Done
By Day 90, S1 operates like a machine:
- Clear priorities, clean queues, visible workload
- Strong first-line resolution and fewer repeat tickets
- Consistent customer comms and satisfaction improvement
- Escalations into S2/S3 are clean and complete
- SOPs are used daily and audited
- Scoreboards run w...
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Submit ApplicationJob Details
- Location Cape Town, Western Cape
- Job Type Full-time
- Category Supervisors of Office and Administrative Support Workers
- Posted Date June 19, 2026
- Application Deadline July 29, 2026