Support Team Lead

About the Role

Our client is looking for an experienced and dynamic Support Team Lead to guide their customer support team in East London. This leadership role involves supervising day-to-day operations, mentoring team members, and ensuring the delivery of exceptional customer service. You will be responsible for setting performance standards, managing escalations, and implementing strategies to enhance team efficiency and customer satisfaction. This hybrid position offers the chance to lead a dedicated team, blending in-office guidance with remote flexibility to foster a productive and supportive work environment.

Key Responsibilities

• Lead, train, and motivate a team of customer support representatives.
• Oversee daily support operations, ensuring adherence to service level agreements (SLAs).
• Manage and resolve escalated customer issues and complaints effectively.
• Develop and implement strategies to improve customer satisfaction and retention.
• Monitor team performance, provide regular feedback, and conduct performance reviews.
• Collaborate with other departments to enhance overall customer experience.

Requirements

• Proven experience in a customer support role with demonstrated leadership capabilities.
• Experience in team supervision or management is essential.
• Strong understanding of helpdesk operations and customer service best practices.
• Excellent communication, problem-solving, and decision-making skills.
• Proficiency with CRM software and ticketing systems.
• Ability to foster a positive and productive team environment in a hybrid setting.

Benefits

• Competitive salary with leadership bonus potential.
• Flexible hybrid work arrangement.
• Comprehensive health, dental, and vision insurance.
• Opportunities for leadership training and career advancement.
• A supportive team culture that values collaboration and growth.

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