Customer Delivery Team Leader

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Lead and develop the Customer Delivery Team, which comprises Customer Support Managers, the Digital Systems Team, and the Business Administrator.

• Oversee the shared queue of support tickets and confirmed-event task-list deliverables for organiser and exhibitor clients.

• Take ownership of escalating complex or high-risk issues.

• Identify, trial, and implement AI tools and agents, such as ELSA, into support-ticket and Forms/DST workflows.

• Review and enhance work distribution among team members and AI/agents.

• Supervise forms triage and the broader Forms/DST deliverables pipeline.

• Collaborate with Customer Success Managers and Account Directors to align operational support with commercial and retention relationships.

• Manage performance reporting that includes response time, ticket volume, task completion, and backlog metrics.

• Handle ticket and task backlog while identifying capacity risks.

• Report on billability, utilization, and backlog levels to the Managing Director.

• Directly manage the Business Administrator and plan coverage for peak periods and absences.

• Participate in project kickoffs, internal handovers, and relevant team meetings.

• Contribute to the ongoing improvement of ticket/task allocation processes.

⛳️ Requirements

• Proven experience leading a customer support, service delivery, or operations team, preferably in a queue/ticket-based setting.

• A demonstrated interest in or experience with applying AI and automation tools to operational workflows.

• Strong organizational skills with the ability to prioritize across multiple concurrent tickets, tasks, and team capacity.

• Familiarity with support/ticketing tools or equivalent systems.

• Experience in line-managing a small, multi-disciplinary team is an advantage.

• Comfortable working with a significant degree of autonomy and reporting directly to the Managing Director.

• Numerate; understanding of P&L and revenue recognition is beneficial.

• Customer-focused with a commitment to service excellence.

• Strong capabilities in leadership, communication, analysis, organization, planning, prioritization, adaptability, resilience, and continuous improvement.

🏝️ Benefits

• Regular worker type.

• Full-time employment.

• 37.5 scheduled weekly hours.