Customer Support Lead

Emerald Publishing; Leeds; Remote; GBP 40,000 - 46,000; Full time

Job summary

A leading company in the publishing industry is seeking a Customer Support Lead to manage and develop key customer support functions. This remote-first role involves leading a team, enhancing service delivery, and ensuring high-quality support across platforms. The ideal candidate will have strong managerial experience in technical customer service and a commitment to continuous improvement. Join a dynamic team that values flexibility and professional growth.

Benefits

Work-from-home allowance

Career progression opportunities

Professional development

Wellbeing benefits

Qualifications

• Proven experience delivering high-quality technical customer service in a managerial role.
• Strong communication and interpersonal skills to lead and motivate teams.

Responsibilities

• Design and implement procedures for high-quality technical and customer service.
• Act as the escalation point for access-related issues on the Emerald Insight platform.
• Recruit, train, and develop a high-performing support team.

Skills

Communication

Problem Solving

Organizational Skills

Customer-first Mindset

Adaptability

Tools

FreshDesk

CRM Platforms

Job description

2 days ago Be among the first 25 applicants

Description

Leading a team of Support colleagues in the UK and Malaysia, you will be responsible for the management and development of the key functions within Customer Support, with particular emphasis on the online customer support functions (institutional, user, and author) and technical aspects of service delivery across the Emerald Insight platform.

Department: Revenue Operations

Location: Remote first, UK

Compensation: circa £40,000

Location details: We perform at our best when we feel trusted and are able to choose an approach to working that suits us best, which is why we are a remote-first company. However, we also believe in face-to-face collaboration, and our UK colleagues meet once a month for team time and quarterly for company get-togethers in our Leeds office, so you should be within a commutable distance to attend these occasions.

About our Recruitment Process: We welcome applications from all individuals, regardless of age, disability, sex, gender identity, sexual orientation, race, nationality, ethnic or national origin, religion, or belief. We value transferable skills and experiences and encourage everyone truly excited about our mission to apply.

Day-to-day responsibilities include:

1. Process development: Design and implement procedures to ensure consistent high-quality technical and customer service across Emerald’s platforms.
2. Issue resolution: Act as the escalation point for access-related issues on the Emerald Insight platform, ensuring timely resolution.
3. Platform testing: Collaborate with platform teams for user acceptance testing and system integration.
4. Team leadership: Recruit, train, and develop a high-performing support team, fostering a positive environment.
5. Strategic improvement: Review departmental procedures and identify opportunities for process enhancement and innovation.
6. Data quality: Monitor and maintain the accuracy of support data, including call and incident metrics.
7. Cross-functional collaboration: Work with departments across the business to align support activities and share insights.
8. Service enhancement: Implement improvements to customer support services for efficiency and consistency.
9. Project involvement: Contribute to projects shaping future service delivery, aligning with departmental goals.
10. Risk management: Address risks related to access, authentication, and external factors to ensure platform continuity.
11. Product knowledge: Maintain understanding of Emerald’s digital products, services, and business models.

Required skills and experience:

• Proven experience delivering high-quality technical customer service in a managerial role.
• Strong communication and interpersonal skills to lead and motivate teams.
• Excellent organizational and problem-solving skills with a focus on process improvement.
• A customer-first mindset committed to high service standards.
• Working knowledge of SaaS customer support tools (e.g., FreshDesk) and CRM platforms.
• Familiarity with publishing technologies and standards, including SAML, COUNTER reports, and SUSHI.
• Understanding of publishing business models, products, and systems, with strategic and cross-functional operation ability.
• Quick learner with adaptability and a solutions-oriented approach.
• Positive, approachable attitude with a collaborative spirit and enthusiasm for customer experience improvement.

What’s in it for you?

At Emerald, we value our people. We offer a trusting, flexible environment, including monthly office meetups in Leeds, career progression opportunities, professional development, and various wellbeing benefits such as a work-from-home allowance. Our roles are benchmarked at market median rates, with offers reflecting skills and experience.

Please note: Applicants must be authorized to work in the UK without restrictions or sponsorship. We cannot sponsor visas at this time.

Emerald Group is committed to creating an inclusive environment. If you need accommodations during the application or interview process, please contact us at [e-mail].

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Book and Periodical Publishing

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