Customer Relations Team Lead — Heartwarming Support

Teya; London (KY); On-site; USD 66,000 - 92,000; Full time

Benefits offered by this job

GymPass access

Enhanced parental leave

Cycle-to-Work

Health & Life Insurance

Pension

25 days annual leave

Office snacks

Central London office

Job summary

Teya in London is seeking a Team Leader for Customer Relations to inspire and coach a pod of up to 10 agents. You will drive warmth, mentorship and consistent service quality, reporting to the Head of Customer Relations.

The role combines people leadership with hands-on coaching and cross-functional collaboration to fix recurring issues and maintain exceptional customer experiences. Experience in a contact centre, strong communication skills and fluent English are essential.

Qualifications

• Proven experience managing a team in a contact centre or customer service environment.
• Ability to coach agents to improve both efficiency and customer care.
• Demonstrated warmth and empathy in leadership roles.

Responsibilities

• Lead a pod of up to 10 Customer Relations Agents within the wider team.
• Coach, listen to calls/chats, and provide real-time feedback.
• Set and uphold standards of heartwarming hospitality in every interaction.
• Manage day-to-day performance against quality, productivity and CSAT targets.
• Escalate complex or sensitive cases when needed.
• Run onboarding, training and ongoing development for the team.
• Monitor rota, attendance and workload to ensure coverage.
• Identify recurring themes and feed insights to Product and Sales teams.
• Report on team KPIs and contribute to planning.

Skills

Team management

Coaching

Empathy

Calm under pressure

Commercial awareness

Performance data

Communication

Fluent English

Job description

Teya in London is seeking a Team Leader for Customer Relations to inspire and coach a pod of up to 10 agents. You will drive warmth, mentorship and consistent service quality, reporting to the Head of Customer Relations.

The role combines people leadership with hands-on coaching and cross-functional collaboration to fix recurring issues and maintain exceptional customer experiences. Experience in a contact centre, strong communication skills and fluent English are essential.