Customer Success Team Lead

TrueCommerce; Port Talbot; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

Join a dynamic global leader in B2B eCommerce as a Customer Success Team Lead. Oversee daily operations of Implementation and Support teams, ensuring effective service delivery and customer satisfaction. Collaborate with the Director of Customer Success to meet KPIs and enhance the customer experience. This hybrid role requires strong leadership and technical expertise.

Qualifications

• 5+ years in a technical customer-facing role.
• 2+ years in a leadership or team lead role.

Responsibilities

• Lead daily activities of Implementation and Support teams.
• Serve as escalation point for complex client issues.
• Drive continuous improvement in service delivery processes.

Skills

Communication

Leadership

Problem Solving

Organizational Skills

Tools

SQL Server

IIS

CSS

HTML

Job description

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Unlock Your Potential – Join a Global Leader in B2B eCommerce!

Are you ready to make a real impact? Join a dynamic, growing company that powers supply chain solutions worldwide. Be part of a collaborative team that thrives on innovation and creative problem-solving to enhance the customer experience.

Your Role:

As our new Customer Success Team Lead, you will oversee the daily operations of both the Implementation and Support teams. This role ensures effective service delivery, prompt resolution of customer issues, and alignment with departmental goals and KPIs. The Team Lead brings technical expertise and customer-facing experience to guide team members and manage escalations, serving as a key link between frontline staff and the Director of Customer Success.

Role Details:

This is a hybrid role with 3 days in the Port Talbot office.

KPIs for this role:

• Team response and resolution times in accordance with Service-Level Agreements (SLA)
• Customer satisfaction scores (e.g., CSAT)
• Team engagement and retention metrics

Key Responsibilities:

• Lead and support daily activities of the Implementation and Support teams, including prioritization, resource allocation, and performance monitoring.
• Serve as escalation point for complex client issues, facilitating timely resolution across departments.
• Provide technical support and guidance in client onboarding, configuration, and support scenarios.
• Collaborate with the Director of Customer Success to meet departmental KPIs related to customer satisfaction, ticket response times, and resolution quality.
• Contribute to onboarding, training, and development of team members, identifying skill gaps or training needs.
• Maintain documentation of procedures, issues, and resolutions in internal knowledge bases.
• Drive continuous improvement in service delivery processes and customer experience.
• Participate in hiring and performance reviews for team members.

Required Skills and Experience:

• 5+ years in a technical customer-facing role such as support, implementation, or customer success.
• 2+ years in a leadership or team lead role within a technical services environment.
• Excellent communication and leadership skills focused on coaching, feedback, and team development.
• Proven ability to manage escalations and work effectively across departments to resolve client issues.
• Strong organizational and problem-solving skills in a fast-paced, multi-client environment.

Preferred Qualifications:

• Experience in eCommerce, B2B/B2C platforms, or SaaS environments.
• Familiarity with ERP systems, punchout integration, or procurement platforms.
• Understanding of APIs, flat file integration methods (e.g., CSV, XML), and web technologies.
• Experience working with or supporting configurable enterprise software platforms.
• Technical skills such as:
• SQL Server (query writing, troubleshooting, data validation)
• IIS (deployment support, configuration)
• CSS/HTML (light customization or troubleshooting)

About TrueCommerce:

TrueCommerce is a high-performing global supply chain network providing integrated, end-to-end supply chain visibility and management. We empower major brands like Schneider Electric, DanoneWave, Siemens, Ocean Spray, and more to improve their supply chain performance.

Please visit our careers website for additional information.