SaaS Customer Support Team Leader

Central Employment; Gateshead; On-site; GBP 35,000 - 55,000; Full time

Job summary

A leading Tech/SaaS provider is seeking a SaaS Customer Support Team Leader to guide a team of Implementation Execs in Gateshead. This role involves coaching team members, managing workloads, and enhancing customer experience through tailored support and training. Ideal candidates should possess extensive technical sector experience and demonstrated leadership abilities.

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.
• Manage and allocate workloads.
• Create and present performance reports.

Skills

Interpersonal Skills

Team Leadership

Organizational Skills

Process Driven

Job description

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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

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Customer Service

• Industries

  IT Services and IT Consulting

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