SaaS Customer Support Team Leader

JR United Kingdom; Gateshead; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading Tech/SaaS provider in Gateshead seeks a SaaS Customer Support Team Leader to lead a dedicated team of Implementation Execs. This role involves coaching team members, refining operational processes, and delivering training to ensure exceptional customer support and retention.

Qualifications

• 3+ years of recent experience in support and/or training role.
• 3+ years of recent team leadership experience.

Responsibilities

• Coach and support team members through structured sessions.
• Manage and allocate workloads within the team.
• Create and present performance reports.

Skills

Interpersonal skills

Team player

Flexibility

Organizational skills

Job description

Social network you want to login/join with:

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Client:

Central Employment

Location:

gateshead, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

3

Posted:

10.06.2025

Expiry Date:

25.07.2025

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Job Description:

Central Employment are working with a leading and specialist Tech/SaaS provider based in Tyne & Wear, as they look to appoint a SaaS Customer Support Team Leader.

SaaS Customer Support Team Leader profile:

Lead a dedicated team of Implementation Execs, supporting them day-to-day while also delivering regular training and support to a range of UK customers.

You’ll help shape and refine operational processes, design and deliver bespoke training and support sessions to customers and internal colleagues.

Responsibilities:

• Coach and support team members—both informally and through structured sessions.
• Manage and allocate workloads.
• Create and present performance reports.
• Collaborate with Renewals Team to support customer retention.
• Helping onboard new team members and deliver parts of our company-wide induction programme.

Experience:

• Excellent interpersonal skills and a strong team player.
• Operated in a Tech or Software sector
• Assertive, consistently leading by example.
• Flexible to the needs of the business.
• Highly organised and process driven.
• 3+ years of recent experience in support and/or training role.
• 3+ years of recent team leadership experience