Customer Experience Team Lead

Mosaic.tech; United Kingdom; On-site; GBP 90,000 - 130,000; Full time

Job summary

Mosaic.tech is seeking an experienced people leader to guide Senior Customer Experience Specialists and grow their impact as technical leaders within product pods. You will blend people management with technical support delivery, turning CX priorities into practical plans and driving improvements across teams.

You will own hiring, coaching and performance management, set clear expectations for delivery, and foster a culture of ownership and continuous learning.

Qualifications

• Experience leading a technical support or CX team in a SaaS environment.
• Track record improving team performance through coaching and accountability.
• Strong technical judgement engaging with APIs, integrations, logs, and troubleshooting.
• Experience improving escalation processes with Engineering and Product teams.
• Experience leading sensitive customer escalations and establishing consistent service standards.
• Ability to turn broad priorities into practical plans and make decisions within your remit.
• Experience adopting AI tools or automation to improve support workflows.
• Confidence using operational data and customer feedback to identify root causes and prioritise work.
• Strong communication and stakeholder management; ability to build agreement across teams.
• Experience supporting HR, payroll or other complex business software would be an advantage.

Responsibilities

• Own hiring, onboarding, coaching, performance management and career development for Seniors into confident technical leaders within their pods.
• Set clear expectations for delivery, technical quality and leadership; give regular feedback and follow through on development plans.
• Build a supportive, accountable culture where people challenge ideas, make decisions and take ownership of results.
• Set investigation standards for complex cases, including APIs, logs, reproducible tests and clear technical communication.
• Coach Seniors to challenge hypotheses and own cases through resolution and improve escalation flow with CX Engineering.
• Manage priorities and capacity across casework, coaching and improvement work using data and case reviews to improve resolution times and SLA performance.
• Lead sensitive and high-impact customer escalations, coordinating with CX Team Leads and CX Engineering.
• Define and uphold service standards for responsiveness, quality of answers, proactive updates and follow-through with SLAs.
• Coach Seniors to recognise customer impact, assess urgency and communicate findings and timelines; turn gaps into improvements.
• Champion AI tools and automation in investigations and workflows; scale improvements to quality and speed.
• Build team capability through coaching and training; help seniors adopt new tools confidently and apply sound judgement.
• Turn CX strategy into measurable improvements and deliver changes with Product and CX Engineering to reduce recurring friction.

Skills

Team leadership

Technical judgement

AI adoption

SaaS support

Job description

About the role

We're looking for an experienced people leader with strong technical judgement to lead our Senior Customer Experience Specialists and develop their impact as technical leaders within our product pods. Our Senior Specialists own complex investigations, set technical standards, coach colleagues and improve how we support our customers. You'll create the direction, structure and accountability that help them succeed, combining strong people management with a clear understanding of technical support delivery. Reporting to the Head of Customer Experience, you'll turn CX priorities into practical plans, lead improvements across teams and build a culture of ownership, curiosity and continuous learning.

What you'll bring

• Experience leading a technical support or customer experience team in a SaaS environment, including managing and developing senior individual contributors.
• A track record of improving team performance through clear expectations, effective coaching and consistent accountability.
• Strong technical judgement and confidence engaging with APIs, integrations, logs and structured troubleshooting.
• Experience improving escalation processes and working closely with Engineering and Product teams.
• Experience leading sensitive customer escalations, managing expectations and establishing consistent service standards.
• The ability to turn broad priorities into a practical plan, make decisions within your remit and sustain progress independently.
• Practical experience adopting AI tools or automation to improve support workflows, with curiosity to experiment, evaluate results and lead team adoption.
• Confidence using operational data and customer feedback to identify root causes, prioritise work and assess results.
• Strong communication and stakeholder management skills, including the ability to challenge constructively and build agreement across teams.
• Experience supporting HR, payroll or other complex business software would be an advantage.

What success looks like

• Senior Specialists act as confident technical leaders within their pods, with clear ownership and visible development.
• Complex cases progress through strong investigation, sound judgement and timely decisions.
• Escalations are well evidenced, with fewer avoidable handovers and clearer accountability.
• Customers receive a consistent level of service, with clear communication, timely updates and confident ownership during escalations.
• Specialists become more capable through effective coaching and accessible technical knowledge.
• AI tools, automation and improvement initiatives deliver measurable benefits to customer experience, technical quality and team productivity.
• The team operates with clear priorities, consistent standards and a supportive, accountable culture.

What you'll do

Lead and develop the team

• Own hiring, onboarding, coaching, performance management and career development, growing Seniors into confident technical leaders within their pods.
• Set clear expectations for delivery, technical quality and leadership; give regular feedback, address performance gaps and follow through on development plans.
• Build a supportive, accountable culture where people challenge ideas, make decisions and take ownership of results.

Own technical quality and escalation effectiveness

• Set investigation standards for complex cases, including APIs, logs, reproducible tests and clear technical communication; coach Seniors to challenge hypotheses and own cases through resolution.
• Improve the escalation flow between Specialists, Seniors and CX Engineering, with clear responsibilities and well-evidenced handovers.
• Manage priorities and capacity across casework, coaching and improvement work; use data and case reviews to improve resolution times, SLA performance and escalation quality.

Set the standard for customer service

• Lead sensitive and high-impact customer escalations, coordinating with CX Team Leads, Customer Success and CX Engineering to align actions, manage expectations and restore confidence.
• Define and uphold service standards for responsiveness, quality of answers, proactive updates and follow-through, aligned with agreed SLAs and service commitments.
• Coach Seniors to recognise customer impact, assess urgency and communicate clear findings, next steps and update timelines; turn complaints and service gaps into improvements.

Drive AI adoption, innovation and team capability

• Champion AI tools and automation in investigations, knowledge sharing and support workflows; experiment, measure impact and scale improvements to quality, speed and customer experience.
• Build team capability through coaching, training and reusable guidance; help seniors adopt new tools confidently, validate AI outputs and apply sound judgement.
• Turn CX strategy into measurable improvements, identify opportunities independently and deliver changes with Product and CX Engineering to reduce recurring customer friction; share progress, risks and learning.