Donovan was born and raised in South Africa where he worked for the South African Police Services as an Operational Commander where he would analyse crime threats and crime patterns in order to deploy members to fight and prevent crime. He says that assisting communities was always a priority. Donovan arrived in the UK in January 2023 and joined CareLineLive the following March being promoted to the Team Lead in 2025.
What do you do as the Customer Support Team Lead?
My job is to make sure two things run smoothly: our customers get the help they need, and the team has everything they need to deliver it.
Day to day, I support the team with more complex cases, coaching, and making sure we’re working as efficiently as possible. I also keep an eye on customer feedback and trends so we can keep improving how we do things.
So in short, I support the team, help solve problems, and occasionally step in like customer support’s version of a firefighter when things get busy.
Describe a typical day
A typical day for me starts with checking in on the team and making sure everything is running smoothly. I’ll usually review any overnight queries or ongoing cases to see if anything needs extra support.
Throughout the day, I help the team with more complex customer issues, provide coaching where needed, and make sure we’re meeting our service levels. I also oversee customer onboarding to ensure new customers get the right support from the start and have a smooth experience.
Part of my role also involves communicating with other departments so we can resolve issues quickly, share feedback, and improve processes across the business.
No two days are ever exactly the same, which keeps things interesting, but the main focus is always making sure our customers are supported and the team feels confident and equipped to do their jobs.
Previous roles
I have been with CareLineLive since March 2023, starting as a Support Technician. During my time in this role, I gained extensive technical experience and developed strong relationships with our customers. Through dedication, consistent performance, and effective communication, I was honoured to be promoted to Customer Support Team Lead, where I now oversee and guide the team to ensure excellent service delivery.
Why did you join CareLineLive?
After relocating to the UK in 2023, I was looking for a new challenge and an opportunity to start fresh. In South Africa, I served as an Operational Commander for the South African Police Service, and I wanted to apply my leadership and problem-solving skills in a different environment. During the interview process with CareLineLive, I immediately felt that this was a company I could thrive in. One that values its team like a family, provides an outstanding product, and serves customers who make a real impact in the care sector.
Best part of the job
The best part of being a Customer Support Team Lead is seeing the direct impact we have on both our customers and our team. I really enjoy mentoring and supporting my team members, helping them grow and succeed in their roles. At the same time, it’s incredibly rewarding to resolve customer issues and hear how our work makes a real difference in people’s lives. Balancing team development with delivering exceptional service is what makes this role so fulfilling for me.
Worst part of the job
The most challenging part of the role is that sometimes there isn’t a simple solution or button to press that will immediately resolve a customer’s issue. It can take time, persistence, and creative problem solving to find the right outcome. While it can be frustrating in the moment, I actually see it as an opportunity to grow, both for myself and my team, by developing patience, resilience, and innovative approaches to support our customers effectively.
What you most enjoy about working at CareLineLive?
What I enjoy most is the sense of community and support within the company. We’re treated like family, which makes coming to work genuinely enjoyable. I also love working with our customers, they are engaged, appreciative, and the work we do has a real, positive impact on their lives. On top of that, I take pride in helping shape and develop the support team into what it is today, mentoring team members and creating a culture where everyone can thrive.
What is something that people in home care have to deal with that you want to help fix?
One of the biggest challenges in home care is the reliance on paper-based systems. They take up a lot of time, can be difficult to track, and make monitoring and filing records harder than it needs to be. I’m keen to help improve this by using Electronic Care Management (ECM) systems, which digitalise records, streamline processes, and give care teams better oversight. This ultimately frees up time to focus on providing high quality care rather than paperwork.
Surprising fact about you
I’m really passionate about snorkelling and have always been fascinated by marine life, fish, corals, the lot. It’s inspired me to create my own reef system at home. Right now, I’m working on a new tank, which admittedly takes up a slightly ridiculous amount of my free time, but it’s incredibly rewarding. Having a mini ocean in your living room is a sight to behold… and it’s also taught me patience, problem-solving, and how to negotiate with very picky fish!
