Support Team Lead

Kasha Global Holding Limited; Cardiff; On-site; GBP 40,000 - 50,000; Full time

Job summary

Kasha Global Holding Limited seeks a Support Team Lead in Cardiff to enhance customer experiences by leading and mentoring a dedicated team. Responsibilities include team management, operational oversight, and performance monitoring, requiring strong leadership and technical skills.

Benefits

Competitive salary and commission structure

Paid time off and holidays

Flexible working arrangements

Qualifications

• Proven experience in a team lead or supervisory role in a call center or customer support.
• Strong background in customer service and team management.
• Familiarity with call center metrics and quality assurance.

Responsibilities

• Lead, mentor, and support a team of call center agents.
• Monitor daily operations and ensure adherence to service level agreements.
• Track and analyze key performance indicators including customer satisfaction.

Skills

Leadership

Communication

Problem-solving

Decision-making

Education

Bachelor’s degree in Business, Management, or related field

Tools

CRM

Ticketing systems

Job description

1 week ago Be among the first 25 applicants

Direct message the job poster from Kasha

Talent Acquisition Extraordinaire | Head of People

Kasha is a global platform designed to empower small business owners, solopreneurs, and freelancers by providing an all-in-one tool to start, run, and grow their businesses. We address the inefficiencies of fragmented tools and multiple subscriptions by offering a seamless solution that integrates company formation, banking, invoicing, client management, website building, and more.

About the Role:

We are looking for a results-driven Support Team Lead to manage and mentor a team of customer service representatives in our call center. You will play a key role in delivering exceptional customer experiences by ensuring service excellence, team development, and operational efficiency. The role is with location in Newport.

Key Responsibilities:

Team Management:

• Lead, mentor, and support a team of call center agents.
• Set clear performance expectations and provide regular coaching and feedback.
• Conduct one-on-one meetings, performance reviews, and development plans.

Operational Oversight:

• Monitor daily operations and ensure team adherence to service level agreements (SLAs).
• Manage team schedules, shifts, and attendance to maintain optimal service coverage.
• Ensure timely and accurate handling of customer queries, complaints, and escalations.

Performance and Quality Monitoring:

• Track and analyze key performance indicators (KPIs), including first-call resolution, customer satisfaction, and average handling time.
• Conduct regular quality checks and call audits to ensure service quality.
• Create and implement action plans to improve individual and team performance.
• Foster a customer-focused culture that emphasizes service excellence.
• Address escalated customer issues and ensure timely resolution.
• Implement processes and workflows to improve customer experience.

Reporting and Communication:

• Prepare and present team performance reports to senior management.
• Communicate business updates, process changes, and customer feedback to team members.
• Collaborate with other departments to resolve operational issues and improve processes.

Qualifications and Skills:

Experience:

• Proven experience in a team lead or supervisory role in a call center or customer support environment.
• Strong background in customer service and team management.

Technical Skills:

• Proficiency with customer service management systems (e.g., CRM, ticketing systems).
• Familiarity with call center metrics, reporting tools, and quality assurance processes.

Leadership and Interpersonal Skills:

• Strong leadership and motivational skills.
• Excellent communication, problem-solving, and decision-making abilities.
• Ability to manage conflict, handle pressure, and resolve team or customer issues effectively.

Education:

• Bachelor’s degree in Business, Management, or a related field (preferred but not mandatory).
• Competitive salary and commission structure
• Paid time off and holidays
• Flexible working arrangements, including remote work options

Application Process:

Interested candidates are invited to submit their resume and a cover letter detailing their qualifications and experience

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Management

• Industries

  Financial Services, Information Services, and Internet Marketplace Platforms

Referrals increase your chances of interviewing at Kasha by 2x

Get notified about new Support Team Lead jobs in Cardiff, Wales, United Kingdom.

Cardiff, Wales, United Kingdom 1 month ago

Cardiff, Wales, United Kingdom 1 month ago

Cardiff, Wales, United Kingdom 2 weeks ago

Cardiff, Wales, United Kingdom 1 month ago

Cardiff, Wales, United Kingdom 3 weeks ago

Cardiff, Wales, United Kingdom 9 hours ago

Cardiff, Wales, United Kingdom 9 hours ago

Cardiff, Wales, United Kingdom 3 weeks ago

Cardiff, Wales, United Kingdom 2 weeks ago

Cardiff, Wales, United Kingdom 2 weeks ago

Senior Landscape Architect or Landscape Planner - Bristol, Cardiff and Exeter

Cardiff, Wales, United Kingdom 2 weeks ago

Principal Marine Consultant EIA Projects

Senior or Principal Landscape Architect / Landscape Planner

Cardiff, Wales, United Kingdom 1 month ago

Cardiff, Wales, United Kingdom 3 weeks ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.