Customer Support Team Lead

We are seeking a highly motivated and experienced Customer Support Team Lead to join our dynamic team. The successful candidate will be responsible for leading the customer support team, ensuring high-quality service delivery, and maintaining customer satisfaction. The ideal candidate should have excellent leadership skills, a customer-centric approach, and a passion for problem-solving.

Key Responsibilities:

Team Leadership:

• Lead, mentor, and manage the customer support team, ensuring that the team delivers exceptional customer service consistently and meets their individual and team targets
• Conduct regular team meetings to review performance, set goals, and provide feedback and coaching to team members.
• Identify training needs and opportunities for team members to enhance their skills and knowledge. Facilitate and organise training sessions to ensure staff are proficient in company products and customer service best practices.
• Ensure the team adheres to best practices and company policies.

Customer Service Management:

• Oversee the handling of customer requests logged in the support desk, ensuring timely and effective resolution through troubleshooting, liaising with development teams, and guiding customers.
• Maintain an agreed level of contact with customers to deliver exceptional service.
• Monitor and manage the logging of tickets, ensuring all fields are completed accurately and the correct priority status is assigned.
• Handle complex customer service issues or complaints that escalate beyond the customer support team. Ensure these are resolved in a manner that upholds the company’s reputation and customer satisfaction.

Performance and Metrics:

• Set and monitor individual and team OKRs, SLAs and KPIs, ensuring targets are met or exceeded.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Generate and analyse reports on team performance, customer satisfaction, and service metrics.

Communication and Collaboration:

• Ensure effective verbal and written communication with customers and internal stakeholders.
• Facilitate clear communication, especially when technical information needs to be interpreted in a non-technical way.
• Collaborate with other areas of the business, including development and quality assurance, to resolve customer issues and improve service quality.
• Deliver presentations to internal teams and external customers as needed

Continuous Improvement:

• Stay updated with industry trends and best practices in customer support.
• Propose and implement process improvements to enhance efficiency and service quality.
• Foster a positive and collaborative team environment.
• Generate and analyze data from the support desk to provide insights and recommendations to management based on data and trends observed in customer interactions and team performance.

Out of Hours Support:

• Coordinate and participate in providing out-of-hours support as part of a rota.

Qualifications:

• Bachelor’s degree in Business Administration, Communications, related field or equivalent hands on experience.
• 3+ years of experience in customer support, with at least 1 year in a supervisory or lead role.
• Excellent communication, interpersonal, and leadership skills.
• Strong problem-solving abilities and a customer-centric mindset.
• Proficient in customer support software and tools (e.g., CRM systems, help desk software).
• Ability to work in a fast-paced environment and manage multiple priorities.
• Ability to handle high-pressure situations and customer escalations.
• Strong analytical skills with the ability to interpret data and generate insights.

Salary bracket: £30,000-£40,000

Inclusivity statement:

At Orderly, we value diversity, creativity, and continuous learning. We encourage candidates from all backgrounds to apply, even if they don’t meet every listed requirement. We believe in the potential for unique perspectives to drive innovation and success. If you are passionate, have a commitment to growth, and a willingness to learn, we invite you to apply. We are excited to welcome individuals who bring fresh ideas and diverse experiences to contribute to our dynamic team and help us achieve our collective goals.