Customer Success Team Lead - Port Talbot

TN United Kingdom; Bridgend; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A global leader in B2B eCommerce is seeking a Customer Success Team Lead in Port Talbot, Bridgend. This hybrid role involves overseeing Implementation and Support teams, ensuring effective service delivery, and fostering team development. The ideal candidate will have extensive experience in customer-facing roles and leadership within technical services, along with strong communication and problem-solving skills.

Qualifications

• 5+ years in a technical customer-facing role.
• 2+ years in a leadership role within a technical services team.

Responsibilities

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

Skills

Communication

Leadership

Problem-Solving

Tools

SQL Server

IIS

CSS

HTML

Job description

Customer Success Team Lead - Port Talbot, Bridgend

Join a global leader in B2B eCommerce! We are seeking a Customer Success Team Lead to oversee the Implementation and Support teams, ensuring effective service delivery, prompt resolution of customer issues, and alignment with departmental KPIs. This hybrid role requires 3 days in the Port Talbot office.

Key Responsibilities:

• Lead daily activities of the Implementation and Support teams, including task prioritization and performance monitoring.
• Act as escalation point for complex client issues and facilitate cross-functional resolution.
• Provide technical support and guidance on onboarding, configuration, and support scenarios.
• Collaborate with the Director of Customer Success to meet KPIs such as customer satisfaction and resolution times.
• Support onboarding, training, and development of team members.
• Maintain documentation of procedures, issues, and resolutions.
• Drive continuous improvement in service delivery and customer experience.
• Participate in hiring and performance reviews.

Required Skills and Experience:

• 5+ years in a technical customer-facing role (support, implementation, or customer success).
• 2+ years in a leadership role within a technical services team.
• Excellent communication and leadership skills.
• Proven ability to manage escalations and work cross-departmentally.
• Strong organizational and problem-solving skills.

Preferred Qualifications:

• Experience in eCommerce, B2B/B2C platforms, or SaaS.
• Familiarity with ERP systems, punchout, procurement platforms, APIs, and web technologies.
• Technical proficiency in SQL Server, IIS, CSS/HTML.

About TrueCommerce: We are a global supply chain network empowering major brands to improve performance. Visit our careers website for more information.