Customer Success Team Lead - Port Talbot

TN United Kingdom; Swansea; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

Join a dynamic company as a Customer Success Team Lead in Port Talbot, Swansea. Oversee daily operations of Implementation and Support teams, ensuring effective service delivery and customer satisfaction. This hybrid role requires strong leadership and technical expertise to manage escalations and drive team performance towards KPIs.

Qualifications

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

Responsibilities

• Lead daily activities of Implementation and Support teams.
• Serve as an 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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Customer Success Team Lead - Port Talbot, Swansea

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Client:

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Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

e8f3887728a3

Job Views:

2

Posted:

17.05.2025

Expiry Date:

01.07.2025

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Job Description:

See job description
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 be responsible for overseeing the daily operations of both the Implementation and Support teams. This role ensures that service delivery is executed effectively, customer issues are resolved promptly, and that the team is operating in alignment with departmental goals and KPIs. The Team Lead is expected to bring technical expertise and customer-facing experience to help guide team members and manage escalations. This individual acts as a critical link between frontline staff and the Director of Customer Success. This is a hybrid role with 3 days in the Port Talbot office. KPI's for this role include: * Team response and resolution times in accordance with Service-Level Agreements (SLA) * Customer satisfaction scores (e.g., CSAT) * On-time implementation delivery * Escalation resolution effectiveness * Team engagement and retention metrics

Key Responsibilities:

• Lead and support the daily activities of the Implementation and Support teams, including task prioritization, resource allocation, and performance monitoring.
• Serve as an escalation point for complex client issues and work cross-functionally to facilitate timely resolution.
• Provide technical support and guidance to team members across client onboarding, configuration, and ongoing support scenarios.
• Collaborate with the Director of Customer Success to ensure departmental KPIs are achieved, including metrics related to customer satisfaction, ticket response times, implementation timelines, and resolution quality.
• Contribute to onboarding, training, and development of team members; identify and address skill gaps or training needs.
• Ensure documentation of procedures, issues, and resolutions are maintained and up to date in internal knowledge bases.
• Drive continuous improvement in service delivery processes, support workflows, and customer experience.
• Participate in hiring and performance review processes for team members.

Required Skills and Experience:

• 5+ years of experience 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 team.
• Excellent communication and leadership skills with a focus 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 abilities 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 general web technologies.
• Prior experience working with or supporting a configurable enterprise software platform.
• Technical proficiency (desired) to include:
  • SQL Server (query writing, troubleshooting, data validation)
  • IIS (deployment support, basic configuration)
  • CSS/HTML (light customization or troubleshooting experience)

Who is TrueCommerce? TrueCommerce is a high-performing global supply chain network that provides fully integrated, end-to-end supply chain visibility and management. We’ve empowered some of the biggest brands in the world to improve their supply chain performance: Schneider Electric, DanoneWave, Siemens, Ocean Spray, and many more. Please visit our careers website for additional information.