Customer Support Team Leader

Person Centred Software Ltd; East Horsley; Hybrid; GBP 35,000 - 40,000; Full time

Job summary

A leading company in social care technology seeks an experienced Customer Support Team Leader for a maternity cover role. The candidate will inspire a team, optimize service processes, and deliver exceptional customer support while contributing to a culture of continuous learning and innovation.

Benefits

25 days holiday

Net zero pension scheme

Cycle to work scheme

Staff discounts

Employee Assistance Programme

Qualifications

• Proven customer support experience with a leadership or supervisory background.
• Strong leadership and interpersonal skills to inspire and develop people.
• Experience dealing with APIs and support tools.

Responsibilities

• Lead and inspire a team of Customer Support Advisors and Specialists.
• Monitor quality of service through performance metrics.
• Manage escalations and resolve complex queries.

Skills

Leadership

Communication

Problem-solving

Analytical mindset

Conflict resolution

Tools

Zendesk

Intercom

Freshdesk

Job description

We’re looking for an experienced and inspiring Customer Support Team Leader to join our team on a maternity cover contract. In this role, you’ll lead and support our team of Customer Support Advisors and Specialists, helping them deliver outstanding experiences for our customers. You’ll play a vital role in coaching the team, optimizing support processes, and ensuring service excellence across every interaction.

If you’re passionate about people, thrive in a fast-paced environment, and know what great customer support looks like, we’d love to hear from you.

What You’ll Do:

• Lead and inspire a team of Customer Support Advisors and Specialists to deliver empathetic, solution-focused support
• Mentor team members, building their skills in communication, problem-solving, and service delivery
• Foster a growth mindset and culture of continuous learning and improvement
• Organize team schedules and tasks to ensure optimal staffing and excellent customer service
• Monitor quality of service through reviews and performance metrics (CSAT, first-time fix, response times, etc.)
• Manage escalations, resolving complex queries with care and urgency
• Champion the voice of the customer internally—identify trends and collaborate across teams to improve service
• Refine processes and troubleshooting procedures to enhance efficiency and satisfaction
• Support the Head of Customer Support with strategy and service development

What You’ll Bring:

• Proven customer support experience with leadership or supervisory background
• A passion for delivering person-centered service and exceptional customer experiences
• Analytical mindset to interpret data and turn insights into action
• Strong leadership, communication, and interpersonal skills to inspire and develop people
• Calm under pressure with conflict resolution and decision-making skills
• Experience with APIs, integrations, cloud solutions, and support tools (e.g., Zendesk, Intercom, Freshdesk)
• Solid understanding of CRM and support ticketing systems
• Excellent problem-solving skills and attention to detail

What We Offer:

• A salary of £35,000 - £40,000 plus bonus depending on experience
• Modern offices in Guildford, with occasional home working
• 25 days holiday
• Net zero pension scheme
• Additional perks: cycle to work scheme, staff discounts, Employee Assistance Programme

At Person Centred Software, we’re leading the digital revolution in social care. Our technology is reshaping an industry that impacts millions—driving efficiency, improving outcomes, and setting new standards. Every day, your work will help modernize and future-proof social care.

Join us to work with the best in a sector ready for change, where your skills will make a real-world impact. If you love tech and solving big challenges, we want to hear from you.