CX Team Lead: Technical Coaching & Escalations

Mosaic.tech; United Kingdom; On-site; GBP 90,000 - 130,000; Full time

Job summary

Mosaic.tech is seeking an experienced people leader to guide Senior Customer Experience Specialists and grow their impact as technical leaders within product pods. You will blend people management with technical support delivery, turning CX priorities into practical plans and driving improvements across teams.

You will own hiring, coaching and performance management, set clear expectations for delivery, and foster a culture of ownership and continuous learning.

Qualifications

• Experience leading a technical support or CX team in a SaaS environment.
• Track record improving team performance through coaching and accountability.
• Strong technical judgement engaging with APIs, integrations, logs, and troubleshooting.
• Experience improving escalation processes with Engineering and Product teams.
• Experience leading sensitive customer escalations and establishing consistent service standards.
• Ability to turn broad priorities into practical plans and make decisions within your remit.
• Experience adopting AI tools or automation to improve support workflows.
• Confidence using operational data and customer feedback to identify root causes and prioritise work.
• Strong communication and stakeholder management; ability to build agreement across teams.
• Experience supporting HR, payroll or other complex business software would be an advantage.

Responsibilities

• Own hiring, onboarding, coaching, performance management and career development for Seniors into confident technical leaders within their pods.
• Set clear expectations for delivery, technical quality and leadership; give regular feedback and follow through on development plans.
• Build a supportive, accountable culture where people challenge ideas, make decisions and take ownership of results.
• Set investigation standards for complex cases, including APIs, logs, reproducible tests and clear technical communication.
• Coach Seniors to challenge hypotheses and own cases through resolution and improve escalation flow with CX Engineering.
• Manage priorities and capacity across casework, coaching and improvement work using data and case reviews to improve resolution times and SLA performance.
• Lead sensitive and high-impact customer escalations, coordinating with CX Team Leads and CX Engineering.
• Define and uphold service standards for responsiveness, quality of answers, proactive updates and follow-through with SLAs.
• Coach Seniors to recognise customer impact, assess urgency and communicate findings and timelines; turn gaps into improvements.
• Champion AI tools and automation in investigations and workflows; scale improvements to quality and speed.
• Build team capability through coaching and training; help seniors adopt new tools confidently and apply sound judgement.
• Turn CX strategy into measurable improvements and deliver changes with Product and CX Engineering to reduce recurring friction.

Skills

Team leadership

Technical judgement

AI adoption

SaaS support

Job description

Mosaic.tech is seeking an experienced people leader to guide Senior Customer Experience Specialists and grow their impact as technical leaders within product pods. You will blend people management with technical support delivery, turning CX priorities into practical plans and driving improvements across teams.

You will own hiring, coaching and performance management, set clear expectations for delivery, and foster a culture of ownership and continuous learning.