Customer Service Team Lead

Rise Technical Recruitment Limited; Cardiff; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

A leading technology recruitment firm is seeking a Customer Service Team Lead to enhance customer support processes and lead a growing team in Cardiff. This role involves managing support tickets, collaborating with departments, and implementing solutions efficiently. Candidates need solid experience in team leadership, strong SQL skills, and familiarity with Jira Service Management. The position offers a hybrid working model with excellent benefits, supporting a culture of flexibility and autonomy.

Benefits

Holiday

Pension

Healthcare

Remote Working

Flexible Working

Great working Culture

Autonomy

Qualifications

• Proven experience as a Customer Support Team Lead or similar.
• Hands-on experience handling customer service tickets.

Responsibilities

• Analyse, improve, and manage customer support procedures.
• Handle support tickets directly while guiding the team.
• Lead the support team by example and promote efficiency.

Skills

Strong technical knowledge of SQL

Experience with Jira Service Management

Team leadership

Problem-solving

Job description

Customer Service Team Lead

Cardiff - Hybrid, 3 days in office

£35,000 - £40,000 + Holiday + Pension + Healthcare + Remote Working + Flexible Working + Great working Culture + Autonomy

This is a brilliant opportunity for a Customer Support Manager/Team Lead to join an exciting and rapidly growing company who will offer autonomy and the ability to bring your strategy, implementation and ideas to the team.

This company deliver niche and popular software solutions for the fashion sector. All their processes are innovated and designed in house by experienced software professionals and due to increased demand, they are now looking to add a Customer Service Team Lead to the business.

In this role you will analyse, improve and help manage the customer support procedures ensuring the team are efficient and aligned with business objectives. You will be directly involved with customer support tickets and help lead the team to resolve issues. Working closely with various departments you will aim to provide solutions, enhance productivity and lead from the front.

The ideal candidate will have proven experience as a Customer Support Team Lead or similar. You will possess strong technical knowledge in SQL and have hands‑on experience with Jira Service Management. You will need experience leading a team and also being hands on with customer service tickets.

A great opportunity to join a thriving business where you will be given flexibility and autonomy.

The Role:

• Analyse, improve, and manage customer support procedures to align with business objectives
• Handle support tickets directly while guiding the team in resolving customer issues
• Lead the support team by example, promoting efficiency and effective problem‑solving
• Collaborate with other departments to develop solutions and boost overall productivity

The Person:

• Proven experience as a Customer Support Team Lead or in a similar role
• Strong technical knowledge of SQL and practical experience with Jira Service Management
• Demonstrated ability to lead a team effectively while managing day‑to‑day support operations
• Hands‑on experience handling customer service tickets alongside team leadership responsibilities