Customer Support Team Lead

JR United Kingdom; Warrington; On-site; GBP 35,000 - 50,000; Full time

Job summary

A leading SaaS company is seeking a Customer Support Team Lead to enhance their support operations in Warrington. The individual will manage a dedicated team, ensuring high-quality service delivery while also providing technical support and collaborating with product teams for continuous improvement. Ideal candidates will have experience in customer support leadership and a strong focus on problem-solving and communication skills.

Qualifications

• 3–5 years' experience in a customer support leadership role.
• Strong technical troubleshooting skills, particularly in software and IT.
• Excellent problem-solving and organizational skills.

Responsibilities

• Lead and support the Customer Support team to deliver high-quality service.
• Act as the first point of contact for customer inquiries.
• Oversee escalations and ensure efficient resolution of complex cases.

Skills

Communication

Problem Solving

Technical Troubleshooting

Organizational Skills

Tools

Freshdesk

Freshchat

Aircall

Shopify

Job description

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Customer Support Team Lead, warrington, cheshire

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Client:

ECS Resource Group

Location:

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

31.05.2025

Expiry Date:

15.07.2025

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Job Description:

Job Title: Customer Support Team Lead

Location: Manchester (Onsite)

Job Type: Full-Time

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