Customer Support Lead - Build, Coach & Optimize Experience

Security Blue Team; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A cybersecurity training company in Greater London is seeking an experienced Customer Support Lead to manage their support team and ensure high-quality customer experiences. The ideal candidate will have over 3 years of support experience, with a minimum of 1 year in a leadership role. Responsibilities include team coaching, overseeing operations in Zendesk, and collaborating with various departments to improve service quality.

Qualifications

• 3+ years of experience in customer support or technical support.
• At least 1 year in a leadership or supervisory position.
• Experience in education or cybersecurity environments is a plus.

Responsibilities

• Lead and develop the Customer Support team through regular coaching.
• Oversee daily operations in support platforms, ensuring targets are met.
• Collaborate with teams to improve customer experience and resolve issues.

Skills

Leadership and team management

Customer support knowledge

Strong communication skills

Problem-solving abilities

Data analysis

Collaboration

Tools

Zendesk

Discord

Live chat platforms

Job description

A cybersecurity training company in Greater London is seeking an experienced Customer Support Lead to manage their support team and ensure high-quality customer experiences. The ideal candidate will have over 3 years of support experience, with a minimum of 1 year in a leadership role. Responsibilities include team coaching, overseeing operations in Zendesk, and collaborating with various departments to improve service quality.