Hybrid Support Team Lead: Elevate Customer Experience

Placements24; Greater London; Hybrid; CAD 79,000 - 106,000; Full time

Benefits offered by this job

Leadership bonus

Hybrid work

Health insurance

Career advancement

Team culture

Job summary

Placements24 is seeking an experienced Support Team Lead to guide our customer support team from East London. You will supervise day-to-day operations, mentor staff, and ensure delivery of exceptional service in a hybrid in-office/remote setup.

You will set performance standards, manage escalations, and implement strategies to boost team efficiency and customer satisfaction, collaborating with other departments to improve overall experience.

Qualifications

• Proven experience in a customer support role with leadership capabilities.
• Experience in team supervision or management.
• Strong understanding of helpdesk operations and customer service best practices.
• Excellent communication, problem-solving, and decision-making skills.
• Proficiency with CRM software and ticketing systems.

Responsibilities

• Lead, train, and motivate a team of customer support representatives.
• Oversee daily support operations and SLAs.
• Manage escalated issues and customer complaints.
• Develop strategies to improve customer satisfaction and retention.
• Monitor performance and conduct regular reviews.
• Collaborate with other departments to enhance customer experience.

Skills

Leadership

Team supervision

Customer service

Communication

Problem solving

Decision making

Tools

CRM software

Ticketing systems

Job description

Placements24 is seeking an experienced Support Team Lead to guide our customer support team from East London. You will supervise day-to-day operations, mentor staff, and ensure delivery of exceptional service in a hybrid in-office/remote setup.

You will set performance standards, manage escalations, and implement strategies to boost team efficiency and customer satisfaction, collaborating with other departments to improve overall experience.