Team Leader - Customer Operations

Global Payment Holding Company; Greater London; Presencial; GBP 65.000 - 90.000; Jornada completa

Descripción de la vacante

Storman Software, a division within Global Payments, seeks a Customer Operations Team Leader to drive local support excellence and scale UK/European operations. You will coach a small team, establish SOPs, and partner with product and development to deliver reliable, scalable customer experiences.

Ideal candidates have 5+ years in SaaS customer ops, proven leadership, and strong stakeholder management. This role supports international users and aligns with regional governance and security

Formación

• 5+ years in customer operations or technical support within SaaS.
• 1–2 years in a team lead, supervisor, or senior mentor role.
• Strong stakeholder management and cross‑functional collaboration.

Responsabilidades

• Lead local support team and drive day-to-day operations.
• Build scalable processes and SOPs for UK and Europe.
• Provide advanced Tier-2/3 technical support to users and admins.
• Manage customer support queues, workload, and escalations.
• Collaborate with development, product, and Customer Support teams.
• Champion governance, compliance, and information security standards.

Conocimientos

Leadership

Stakeholder management

Team leadership

SaaS experience

Cross-functional collaboration

Descripción del empleo

Ready to take your career global?

Make your mark at one of the biggest names in payments. We're looking for a Customer Operations Team Leader to join our ever evolving team and help shape the future of global commerce.

About the team

From the start-ups to the been-there-done-that's, our commerce platform connects millions of businesses with their customers. Our cloud-native, easy-to-integrate solutions make scaling seamless. We help businesses build long-term solutions for their customers. Systems that are easier to integrate and future-ready. End-to-end solutions for top-to-bottom commerce.

Operating as a specialised division within Global Payments, Storman is the market leader in self-storage management software across Australia, New Zealand, and expanding global markets. By pairing deep industry expertise with the power of Global Payments' global commerce infrastructure, our mission is to deliver seamless, future-ready software and services that enable storage facilities of all sizes to succeed.

What you'll own

Reporting to the Customer Operations Manager (based in Australia), the Country Operations Lead is responsible for leading the local support team, driving day‑to‑day customer support operations, and ensuring high service standards for Storman Software globally. Acting as the local operational leader, this role will coach and manage a small team of direct reports while collaborating with Australian leadership to build scalable processes, standard operating procedures, and support frameworks that prepare Storman for further expansion into the UK and European markets.

• Drive customer satisfaction and service excellence across all touchpoints, identifying systemic product improvements to elevate the customer experience globally.
• Build and maintain strong client and partner relationships, acting as the trusted senior operational point of contact and escalation owner for key accounts.
• Provide advanced tier-2/tier-3 technical support to users and administrators across phone, case management, instant chat, and web conferencing-analysing log files and delivering expert resolution guidance.
• Oversee methodical investigation and resolution workflows for complex technical queries and software issues reported by customers and partners.
• Manage customer support queues and team workload distribution, prioritizing critical escalations and coordinating cross‑functionally with development, product, and Customer Support Specialists.
• Oversee system configuration standards and customer onboarding workflows, ensuring best‑practice deployment and user adoption.
• Lead complex problem‑solving and root‑cause analysis on persistent technical issues, establishing troubleshooting standards to drive team‑wide first‑contact resolution rates.
• Monitor and uphold operational performance, ensuring team enquiries meet established response timeframes, Customer Satisfaction (CSAT) benchmarks, and Service Level Agreements (SLAs).
• Direct the enhancement of the internal technical knowledge base and lead the development of customer‑facing self‑help resources to support international user self‑service.
• Lead, coach, and mentor direct reports, conducting regular 1-on-1s, driving capability development, and fostering efficient, collaborative support practices.
• Coordinate pilot and regression testing in pre‑release environments to verify application behaviour, collaborating with product teams on release readiness and local deployment.
• Continuously evaluate and optimize operational processes, establishing Standard Operating Procedures (SOPs) that scale seamlessly across UK and European time zones.
• Effectively engage and align with regional stakeholders, executive leadership, users, and third‑party vendors to resolve complex system issues and align operational priorities with the Australian‑based Operations Manager.
• Collaborate cross‑functionally to advance strategic growth initiatives, leading operational project deliverables while supporting broader team objectives; and
• Champion organizational governance, compliance, and information security standards, ensuring regional operations strictly align with company policies and local regulatory requirements.
• Other duties as reasonably requested by Storman.

What you bring

• Minimum 5+ years of customer operations or technical support experience, with 1-2 years in a team lead, supervisory, or senior mentor capacity within a SaaS or software‑centric environment.
• Leadership Skills - Proven experience managing small teams, monitoring queue performance, and coaching individuals to meet performance targets.
• Operational Readiness - Demonstrated ability to document procedures, streamline support workflows, and assist in scaling operations across multiple time zones or regions (experience with UK/Europe markets is highly regarded).
• Problem-Solving & Communication - Outstanding stakeholder management and communication skills, with the ability to coordinate across cross‑functional, remote teams (specifically a