The Customer Support Team Lead role is responsible for acting as a point of contact to a team of customer service representatives to ensure the delivery of high-quality support to customers. The position involves overseeing daily operations, monitoring team performance, resolving complex or escalated customer issues and providing guidance and training to staff (internal and contractors).
The Customer Support Team Lead role is newly created to sustain the planned Company expansion across the UK and beyond. The Customer Support Team Lead will play a crucial role in our success and you will be at the forefront of delivering exceptional service and support to our customers. You will oversee the Customer Support Department, guiding a dedicated team that is passionate about what they do and enhancing the overall customer experience. The Company is going from strength to strength and this is a great opportunity to make a difference to people’s lives and play a visible role in its success.

The Customer Support Team Lead ensures that service standards are met, targets are achieved and customer satisfaction is maintained. This role exists to enhance the efficiency of the customer service function, drive continuous improvement and create a positive experience for both customers and team members. It also plays a key part in supporting the strategic goals of the Company by ensuring that the customer service team operates effectively and in line with Company objectives.

As Customer Support Team Lead, you will be responsible for ensuring the Customer Service team deliver exceptional service and support to our customers. This pivotal role requires excellent communication and leadership skills to fulfil the responsibilities of the role, where you will:

• Lead & Mentor: Provide guidance and support to junior customer support agents whilst fostering a collaborative and high-performing team environment.
• Monitor Quality Output: Ensure tasks completed by contractors meet benchmark standards.
• Customer Experience: Ensure a seamless and positive customer experience by handling escalated enquiries, complaints and complex issues with empathy and efficiency.
• Process Improvement: Contribute to the development and refinement of our support processes by using customer feedback analysis and support metrics to identify trends and areas for improvement.
• Service Excellence: Utilise service management tools (e.g., Salesforce) to resolve customer issues and ensure adherence to support desk SLAs and KPIs.
• Documentation & Training: Maintain and enhance the Company knowledge base and participate in the training of new team members.
• Stakeholder Collaboration: Work closely with internal stakeholders to align customer support efforts with Company growth objectives and enhance overall service delivery. This will require occasional travel to London.
• In Addition: You will perform other duties as assigned by the Customer Support Manager and / or Chief Operating Officer.

You will step up to cover and manage full customer support in the absence of the Customer Support Manager.

As Customer Support Team Lead you will:

• Represent Customer Service: Attend meetings on behalf of the Customer Support Manager.
• Resource provision: Ensure the provision of great service during opening hours.
• Resolve complaints: Manage complaint outcomes.

Your performance will be assessed on the above tasks and responsibilities as well as the supervision of the Customer Support team and overall team performance against KPIs and SLAs.