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Technical Support Team Lead
1 week ago
Do you want to take your career to the next level and become a key player in shaping the future of customer support in the hospitality and retail industries?
About Us:We are a leading provider of innovative software solutions for the hospitality and retail industries, helping businesses streamline their operations and deliver seamless customer experiences. Our collaborative and fast-paced environment ensures that every team member has the tools, training, and support needed to succeed.
Job Overview:We are seeking an experienced customer service leader to join our team as a Senior Customer Service Manager. In this role, you will be responsible for managing day-to-day customer support operations, mentoring team members, and ensuring customer issues are resolved efficiently.
This is a hybrid role, requiring a minimum of three days per week in the office (Monday – Friday). The ideal candidate will have a minimum of three years of experience in an IT support or customer-facing role, with strong organisational and time management skills and excellent communication skills, both written and verbal.
The Senior Customer Service Manager will work closely with the Senior Support Manager on recruitment, onboarding, and HR-related tasks, and will be responsible for championing service excellence and fostering a culture of collaboration and continuous improvement.
The successful candidate will have experience leading or managing a customer-facing team, with the ability to thrive in a fast-paced environment with changing priorities. Familiarity with SQL, experience in retail and/or hospitality industries, and knowledge of ticketing systems (ideally Jira Service Management) are also desired.
Responsibilities:- Manage, support, and develop the Customer Support team, conducting regular performance reviews.
- Monitor KPIs and ensure SLAs are met, maintaining a high standard of customer service.
- Act as an escalation point for complex customer issues, ensuring timely and effective resolutions.
- Develop and implement training plans to help team members achieve their full potential.
- Oversee ticket handling systems, ensuring issues are logged and resolved efficiently.
- Identify patterns in customer contacts and proactively suggest improvements.
- Work alongside the Senior Support Manager on recruitment, onboarding, and HR-related tasks.
- Champion service excellence and foster a culture of collaboration and continuous improvement.
- Minimum 3 years of experience in an IT support or customer-facing role.
- Strong organisational and time management skills with the ability to prioritise workloads.
- Excellent communication skills, both written and verbal.
- Experience leading or managing a customer-facing team.
- Ability to thrive in a fast-paced environment with changing priorities.
A proactive problem solver with a can-do attitude, adaptable and able to build strong relationships with customers and stakeholders, self-motivated and able to work independently as well as part of a team, skilled at multi-tasking while maintaining high service standards.
