Support Team Lead

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

Job summary

A leading company in customer service solutions is seeking a results-driven Support Team Lead to manage a team of customer service representatives. The role focuses on delivering exceptional customer experiences and operational efficiency through mentoring, performance monitoring, and team coordination. This position offers flexibility, competitive salary, and professional growth opportunities.

Benefits

Competitive salary and commission structure

Paid time off and holidays

Flexible working arrangements, including remote work options

Qualifications

• 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.

Responsibilities

• Lead, mentor, and support a team of call center agents.
• Monitor daily operations and ensure adherence to service level agreements (SLAs).
• Track and analyze key performance indicators (KPIs).

Skills

Leadership

Communication

Problem-Solving

Decision-Making

Team Management

Education

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

Tools

Customer service management systems

CRM

Ticketing systems

Job description

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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