# Customer Support Team Lead

**Company**: LexisNexis Risk Solutions
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://relx.wd3.myworkdayjobs.com/en-US/RiskSolutions/job/Cardiff/Technical-Support-Team-Manager_R118281?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_8302324d-a37

## Description

Are you passionate about leading high-performing teams and delivering exceptional customer experiences?

Do you enjoy driving operational excellence, continuous improvement, and building strong relationships across a business?

As Customer Support Team Lead, you will take ownership of both operational delivery and strategic improvement initiatives within the Customer Support function. You will lead a high-performing team while remaining hands-on, supporting customer requests and driving service excellence.

**Responsibilities**

- Lead, develop and inspire the Customer Support team to deliver exceptional customer experiences and achieve operational performance objectives

- Own the day-to-day delivery of Customer Support services, ensuring customer enquiries, incidents, complaints and escalations are managed effectively and within agreed service levels

- Drive a customer-first culture that prioritises quality, responsiveness, customer satisfaction and continuous service improvement

- Manage operational performance through the effective use of KPIs, reporting, workforce planning and performance management processes

- Lead the management of customer-impacting incidents and escalations, ensuring appropriate communication, coordination and resolution

- Utilise customer feedback, operational data and trend analysis to identify opportunities to improve customer experience, reduce customer effort and enhance service delivery

- Develop and maintain effective relationships with internal stakeholders including Product, Technology, Sales, Customer Relationship Management and other operational teams

- Ensure compliance with company policies, regulatory requirements, quality standards and documented operational procedures

**Requirements**

- Experience developing and maintaining strong relationships with internal stakeholders of varying levels

- Strong analytical & organisational skills

- Ability to communicate effectively, persuade, and influence a range of stakeholders to deliver the best outcome for customers

- Experience leading teams and driving operational performance

- Ability to manage customer issues, incidents, complaints and escalations effectively

- Experience using performance metrics and operational data to drive improvement

- Commitment to fostering collaboration, accountability and continuous improvement

- Passion for delivering excellent customer service and customer outcomes

## Skills

### Required
- analytical skills
- organisational skills
- communication skills
- leadership skills
- performance management

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Source: [Apply at relx.wd3.myworkdayjobs.com](https://relx.wd3.myworkdayjobs.com/en-US/RiskSolutions/job/Cardiff/Technical-Support-Team-Manager_R118281?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)