Global Customer Operations Team Lead

Realex Payments; City of Westminster; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

Storman Software is seeking a Country Operations Lead to guide the local support team, drive day-to-day customer service operations, and uphold high service standards as Storman expands into the UK and Europe. Reporting to the Customer Operations Manager (AU-based), you will coach a small team, optimize SOPs, and collaborate with product, development, and regional leaders to deliver scalable support.

You will own escalation management, CSAT targets, onboarding workflows, and knowledge-base

Qualifications

• Minimum 5+ years in customer operations or technical support.
• 1-2 years in a team lead role within a SaaS environment.
• Proven ability to coach and mentor staff.
• Experience coordinating across multiple time zones.

Responsibilities

• Lead the local support team and drive day-to-day operations.
• Identify systemic improvements and elevate the customer experience.
• Provide advanced tier-2/3 technical support to users and admins.
• Manage escalations, SLAs, CSAT targets, and queue workloads.
• Develop SOPs, onboarding workflows, and knowledge base updates.
• Collaborate with product, development, and Australian leadership.

Skills

Customer operations leadership

SaaS/Software support

Team leadership

Stakeholder management

Incident management

Job description

Storman Software is seeking a Country Operations Lead to guide the local support team, drive day-to-day customer service operations, and uphold high service standards as Storman expands into the UK and Europe. Reporting to the Customer Operations Manager (AU-based), you will coach a small team, optimize SOPs, and collaborate with product, development, and regional leaders to deliver scalable support.

You will own escalation management, CSAT targets, onboarding workflows, and knowledge-base