Customer Support Team Lead

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

📋 Description

• Lead, mentor, and oversee a global/offshore Customer Support Representative (CSR) team to ensure the delivery of consistent, high-quality customer service.

• Manage a team of resources and ensure that their activities and objectives are aligned with the overarching business goals of the organization.

• Engage with all tiers of the customer support hierarchy, from Senior Management to Customer Support Representatives.

• Conduct regular one-on-one meetings, performance evaluations, coaching sessions, and skills development training.

• Recruit, onboard, and train new team members to guarantee both capability and cultural fit.

• Monitor and report on essential support metrics, including Service Level Agreements (SLA), First Contact Resolution (FCR), Customer Satisfaction (CSAT), backlog, and productivity.

• Collaborate with the Customer Success team to align on customer health, adoption rates, renewal risks, and proactive support opportunities.

• Own and enhance Standard Operating Procedures (SOPs), playbooks, and knowledge base articles.

⛳️ Requirements

• Over 7 years of experience in SaaS support, customer success, or shared services roles.

• 3 to 5 years of experience managing or leading a support or service delivery team.

• A graduate degree, preferably a Bachelor's in Software Engineering or an equivalent field.

• Strong communication abilities, both written and verbal, in English.

• Proficiency in additional languages such as Spanish, French, or German is ideal.

• Experience in supporting or administering ERP platforms (e.g., NetSuite, SAP Business One, Odoo, Acumatica, Sage, Oracle ERP Cloud).

• Excellent communication skills with the capacity to coach both technical and non-technical support staff.

• Proven ability to manage performance through operational metrics and Key Performance Indicators (KPIs).

🏝️ Benefits

• Equal Employment Opportunity.

• Reasonable accommodations for applicants with disabilities.

• Opportunity to drive critical transformation initiatives.