Fresh Desk Team Leader (Night Shift)

About Weaver

Weaver FinTech Group is a leading digital financial services ecosystem connecting consumers to smarter, more flexible ways to pay, borrow, and protect what matters most. Our brands — Pay Just Now and FinChoice — empower millions of South Africans through innovative Payments, Lending, and Insurance solutions.

We’re a data-first organisation built on collaboration, innovation, and purpose: to make digital finance simpler, more inclusive, and more human.

Role Overview:

The ideal candidate for this role will be the front-line leader for the Freshdesk Night Shift, accountable for overnight ticket coverage, SLA protection outside business hours, and the safety, conduct and productivity of the night team. This role operates with minimal on-site support, carrying full decision-making autonomy and an extended escalation mandate for the duration of each shift.

Key Responsibilities:

Leading the Night Shift Team

• Lead the night shift team autonomously — run shift start briefings, allocate queues, and manage productivity through the night with no day-time management on site
• Act as the senior decision-maker on site overnight — handle escalations, complaints and exceptions within an extended mandate, and escalate genuine emergencies by defined call-out procedure
• Maintain equivalence of standards between night and day operations; flag gaps in documentation or tooling that block overnight resolution

Overnight SLA and Ticket Coverage

• Protect overnight SLA — clear inbound tickets, work down the day’s residual backlog, and prioritise ageing and breach-risk tickets
• Own the shift handover in both directions — receive open items from the day team and produce a written end-of-shift handover covering volumes, escalations, incidents and outstanding risks
• Conduct quality checks on overnight written responses and coach agents on tone, accuracy and completeness

Incident, Safety and Security Management

• Provide first-line response to overnight system, telephony or platform outages — apply workarounds, log incidents with IT and communicate impact
• Ensure health, safety and security protocols are followed overnight, including transport arrangements and building access

People Leadership and Development

• Own night-shift attendance, adherence, breaks and fatigue management; capture leave, lateness, AWOL and sick leave daily and feed the attendance tracker
• Run one-on-ones, performance reviews and development plans for night-shift agents; manage under-performance through coaching, PIPs and the formal process with HR
• Onboard and certify new night-shift agents; ensure the night team receives all day-time process, product and policy updates, and confirm understanding

Reporting

• Produce end-of-shift reporting on volumes, SLA, incidents and staffing for the Operations Manager

KPIs / Metrics Owned:

• Overnight SLA attainment and breach count
• Backlog cleared per shift and morning handover backlog
• Tickets resolved per agent per shift
• Reopen rate and quality score
• Handover completeness and accuracy
• Incident escalation timeliness
• Night-shift adherence, absence and attrition

Scope & Span of Control:

Direct line management of the Freshdesk night-shift team; sole leadership presence on site overnight with an extended escalation and decision-making mandate. Accountable for overnight safety and security compliance; no budget authority.

About You

• 3+ years’ experience in Freshdesk or digital support functions, including experience handling escalations or complaints
• Proven experience leading, coaching or supervising a customer service/support team, ideally in an unsupervised or remote-oversight environment
• Strong working knowledge of Freshdesk administration, SLA management and ticket workflow
• Sound judgement and decision-making ability, comfortable acting without immediate management support
• Strong problem-solving and conflict-resolution skills
• Excellent written and verbal communication skills, with a high standard of business writing
• High attention to detail, accuracy and accountability
• Able to remain calm and decisive under pressure, including during incidents or emergencies
• Willing and able to work night shift hours on a permanent/rotational basis
• Computer literate, including Word, Excel and ticketing/case management systems
• Clean performance and disciplinary record, with no active warnings

What We Offer

• The opportunity to lead Weaver’s overnight support operation across two of South Africa’s most exciting fintech brands.
• A collaborative environment that encourages experimentation and growth.
• The chance to explore AI-driven design innovation as part of a forward-thinking creative team.
• Autonomy and trust to run the night shift as the senior leader on site.
• Competitive compensation and benefits, including night shift allowance, within a purpose-led, growth-focused organisation.