SaaS Customer Support Team Leader

JR United Kingdom; Newcastle upon Tyne; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading Tech/SaaS provider in Tyne & Wear is looking for a SaaS Customer Support Team Leader. You will guide a dedicated team, shape operational processes, and deliver training to enhance customer satisfaction. Ideal candidates possess strong leadership and interpersonal skills along with significant experience in the tech industry.

Qualifications

• 3+ years recent experience in support and/or training role.
• 3+ years recent team leadership experience.
• Experienced in Tech or Software sector.

Responsibilities

• Lead a team of Implementation Execs providing day-to-day support.
• Design and deliver training sessions for customers.
• Collaborate with Renewals Team to enhance customer retention.

Skills

Interpersonal skills

Leadership

Organizational skills

Process-driven

Flexibility

Job description

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SaaS Customer Support Team Leader, newcastle-upon-tyne, tyne and wear

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Client:

Central Employment

Location:

newcastle-upon-tyne, tyne and wear, 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