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