Customer Support Team Lead

JR United Kingdom; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading SaaS client is seeking a Customer Support Team Lead to enhance service operations in Manchester. This pivotal role involves managing a support team, handling customer inquiries, and ensuring service quality. The ideal candidate will possess strong communication and problem-solving skills, with 3-5 years of experience in a similar leadership position.

Qualifications

• 3–5 years' experience in customer support leadership.
• Strong communication skills to explain technical solutions.
• Experience in technical troubleshooting and customer-focused mindset.

Responsibilities

• Lead and support the Customer Support team for high-quality service.
• Act as first point of contact for customer inquiries.
• Oversee escalations and collaborate with resolver groups.

Skills

Communication

Technical troubleshooting

Problem-solving

Organisational skills

Tools

Freshdesk

Freshchat

Aircall

Shopify

Job description

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Our SaaS client is looking for a Customer Support Team Lead to manage and enhance customer service operations. This role is pivotal in ensuring an efficient and professional support experience, handling inquiries, overseeing escalations, and maintaining service quality.

Responsibilities:

• Lead and support the Customer Support team, ensuring high-quality service delivery
• Act as the first point of contact for customer inquiries via Freshdesk, web chat, and phone
• Oversee escalations and collaborate with resolver groups to resolve complex cases
• Support testing of new product releases, managing tickets and backlog proactively
• Provide feedback to Product and Development teams, ensuring customer needs are addressed

Requirements:

• 3–5 years' experience in a customer support leadership role, preferably in a service desk or IT helpdesk environment
• Strong communication skills with the ability to explain technical solutions clearly
• Experience in technical troubleshooting, including software, IT, and mobile-related issues
• Excellent problem-solving skills and customer-focused mindset
• Strong organisational skills to manage multiple priorities effectively

Desirable but not essential:

• Familiarity with Freshdesk, Freshchat, Aircall, Shopify, and IT troubleshooting
• Understanding of GDPR and data protection regulations
• Experience in SaaS or IT-related customer support roles