Customer Support Lead

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

Job summary

A leading company in book and periodical publishing is seeking a Customer Support Manager to lead a team across the UK and Malaysia. This remote-first role emphasizes high-quality service delivery on the Emerald Insight platform, focusing on team development and process improvement. The ideal candidate will have a strong background in technical customer service and leadership, ensuring effective collaboration and service enhancement.

Benefits

38 days annual leave

Remote working allowances

Discretionary bonus

Pension contributions

Wellbeing support

Qualifications

• Proven experience in 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 ensuring 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 Service

Team Leadership

Tools

FreshDesk

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 the technical aspects of service delivery across the Emerald Insight platform.

Department: Revenue Operations

Location: Remote first, UK

Compensation: circa £40,000

We perform at our best when we feel trusted and can choose approaches that suit us best, which is why we are a remote-first company. However, we also value face-to-face collaboration; UK colleagues meet once a month for team time and quarterly for company get-togethers in Leeds. 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, ethnicity, religion, or belief. We value transferable skills and experiences and encourage everyone excited about our mission to apply.

Day-to-day responsibilities include:

1. Process development: Design and implement procedures ensuring 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 on 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 and enhance departmental procedures regularly.
6. Data quality: Maintain accuracy of support data, including call and incident metrics.
7. Cross-functional collaboration: Work with other departments to align support activities.
8. Service enhancement: Implement improvements to support services for efficiency and consistency.
9. Project involvement: Contribute to service delivery projects aligned with departmental goals.
10. Risk management: Address risks related to access, authentication, and external factors to ensure platform availability.
11. Product knowledge: Maintain a strong understanding of Emerald’s digital products and services.

Required skills and experience include:

• Proven experience in 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.
• Knowledge of SaaS customer support tools (e.g., FreshDesk) and CRM platforms.
• Familiarity with publishing technologies and standards, including SAML, COUNTER, and SUSHI.
• Understanding of publishing business models, products, and systems.
• Ability to learn new systems quickly and adapt proactively.
• A positive, approachable attitude with a collaborative spirit.

What’s in it for you?

At Emerald, we value our people and offer a trusting, flexible environment. While we are remote-first, UK colleagues meet monthly and quarterly. We provide opportunities for career progression, professional development, and learning new skills. Benefits include 38 days annual leave, remote working allowances, a discretionary bonus, pension contributions, and wellbeing support. Roles are offered at the market median rate, adjusted based on 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 inclusivity. If you require accommodations during the application process, contact us at [e-mail].

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• Book and Periodical Publishing