Technical Support Team Leader

Job description
Customer Support Team Leader – Technical Support, Customer Service and Guest Support – Stepping up into a leadership position across a Remote first business - managing the experience of enterprise customer accounts (b2b).
Wonderful maturing SaaS / Tech business with amazing growth over the last decade! – Young, dynamic team, great people – Global business, modern and polished with ace values.
Negotiable salary up to £50,000, work from home PLUS amazing benefits!
Hands-on, team leadership role managing a technical support team of 5 providing guest support and end user support, team to expand in the next year to include customer service.

This is an outstanding SaaS business providing WiFi and connectivity services are a Duval favourite client. Amazing growth, wonderful values, remote working, fantastic culture and they are recruiting for Customer Support Team leader who can lead and manage the support function globally, including technical support and guest support.

This role would suit someone looking to develop their leadership experience or maybe step up into this leadership role and be part of the company leadership team. You’ll be head of department and expect growth in 2025. No technical skills necessary - this is a leadership, management and process improvement role. What we need is someone who has managed people, who can lead with maturity, confidence and elite communication.

How does that sound? We’re looking at a 2-stage interview process, start October. Get your application over to Chloe @ Duval.

The Role:
• You will ensure customers and partners love working with this business and have a positive experience
• You will ensure the end user receives a best-in-class service
• Delivery on individual objectives and key results
• Ensure SLAs are kept up to date, monitored and are achieved
• Work as part of a team to create shared learnings and ideas to improve

Responsibilities:
• You will ensure a high standard of service by effectively managing tickets in line with SLAs
• Taking ownership of key issues and implementing efficient issue resolution plans
• Effectively liaising with internal stakeholders to achieve resolutions of customer support issues, managing both internal and external communications
• Acting as an escalation point for incidents and high value customers
• Effective communication around team operations and ticket data to senior team, along with the wider business as appropriate
• Lead and manage the Global Customer Support team by providing 121 meetings, providing support and guidance, conducting regular reviews.
• Oversee continuous operational improvement by defining performance and quality metrics, conducting regular reviews to identify opportunities to improve
• Manage reporting of key metrics to senior leadership and wider business
• Setting and meeting the annual and quarterly team priorities
• Conducting regular analysis of processes and undertaking improvement
• Deliver meaningful insight to the business

We are looking for:
• Ability to manage and motivate a team of customer support professionals
• Someone who can create and deliver clear and concise presentations to both internal and external audiences
• Understanding and management of customer issues and pain points
• Can act as the point of escalation for important customer issues
• Can effectively utilise Zendesk to manage customer interactions
• Able to use data and reporting to provide insights to the team and business
• Will collaborate with team and across department both locally and globally
• Fantastic benefits include remote first working, emphasis on learning and development and career progression, 23 days holiday (plus bank holidays) with 1 more day each year, volunteering days, company bonus plus healthcare and incentive plan after 12 months.

Top role with this Duval favourite client, get your applications in to Chloe.

Job Types: Full-time, Permanent

Pay: £40,000.00-£50,000.00 per year

Additional pay:
• Yearly bonus

Benefits:
• Additional leave
• Company pension
• Work from home

Application question(s):
• Are you based in the UK now and have fluent English language and written English?
• Do you have a degree and 3-10 years experience managing a small team?

Education:
• Bachelor's (required)

Experience:
• Managing a small team: 3 years (required)
• Business 2 business: 3 years (required)

Work authorisation:
• United Kingdom (required)

Work Location: Remote

Reference ID: CSMgr0+24