Customer Delivery Team Leader

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

📋 Description

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

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

• Take ownership of the escalation process for complex or high-risk issues.

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

• Review and manage the distribution of work among the team members and AI/agents.

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

• Collaborate with Customer Success Managers and Account Directors on operational, commercial, and retention support initiatives.

• Own the performance metrics related to response times, ticket volumes, task completions, and backlog management.

• Manage the ticket and task backlog while identifying capacity risks.

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

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

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

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

⛳️ Requirements

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

• Demonstrated interest in or experience with AI and automation tools in operational workflows.

• Excellent organizational skills with the ability to prioritize multiple tickets, tasks, and team capacities.

• Familiarity with support/ticketing tools or equivalent systems is essential.

• Experience in line-managing a small, multifaceted team is a plus.

• Capable of working independently and reporting directly to the Managing Director.

• Numerate, with an understanding of P&L and revenue recognition being advantageous.

• A strong customer-centric approach with a commitment to service excellence.

• Exceptional leadership, communication, analytical, organizational, adaptability, collaboration, resilience, and continuous improvement skills.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career progression.

• A collaborative and inclusive work environment.

• Flexible working arrangements to promote work-life balance.