UK Customer Support Team Lead - Player-Coach

Casa Pisano; Greater London; Remote; GBP 55,000 - 75,000; Full time

Job summary

SevenRooms is seeking a Team Lead, Customer Support to lead the UK-based support team, ensuring fast, empathetic assistance for hospitality operators. You will supervise day-to-day operations, nurture growth of reps, and uphold high service standards.

Ideal candidates have 3+ years of technical customer support, SaaS experience, and a track record of coaching remote teams. Strong communication and problem-solving skills are essential.

Qualifications

• 3+ years of Technical Customer Support experience, with SaaS experience a plus.
• Ability to inspire, coach, and develop a high-performing remote team.
• Clear and confident communicator, both in writing and in person.
• Strong problem solver capable of handling complex issues.
• Comfortable using CRM, help desk platforms, and analytics dashboards.

Responsibilities

• Act as a Player-Coach, directly supporting customers when needed while empowering the team with knowledge and resources.
• Guide and support a team of customer support representatives to maintain a positive, collaborative environment.
• Provide coaching to improve performance and growth of team members.
• Improve productivity by documenting processes, conducting quality reviews, and analyzing customer satisfaction trends.
• Collaborate with Customer Success, Product, and other teams to enhance the overall customer experience.

Skills

Team leadership

Coaching

Customer support

SaaS experience

Communication skills

Problem solving

CRM tools

Tools

CRM software

Help desk software

Analytics dashboards

Job description

SevenRooms is seeking a Team Lead, Customer Support to lead the UK-based support team, ensuring fast, empathetic assistance for hospitality operators. You will supervise day-to-day operations, nurture growth of reps, and uphold high service standards.

Ideal candidates have 3+ years of technical customer support, SaaS experience, and a track record of coaching remote teams. Strong communication and problem-solving skills are essential.