Customer Support Team Lead

Job Description

Role Overview The role requires a passionate team leader with a strong expertise in SaaS (Software as a Service) products and technical support, combined with a passion for delivering world-class service. The focus will be on guiding and coaching the team to resolve customer issues promptly while consistently achieving exceptional levels of customer satisfaction.

Delivering an outstanding customer experience is central to this role. It requires high emotional intelligence and empathy to fully understand and address customer needs. The ability to triage requests, manage multiple tasks effectively, and collaborate seamlessly with teams is essential for ensuring consistently excellent customer outcomes.

Job Requirements

Key Requirements:

• Available to work shifts between the hours of 07:00-21:00 Monday to Friday as well as weekend and public on-call support 07:00-15:30 on a rota basis.
• Proven experience (2 years) in a technical support role, with a focus on SaaS products.
• Strong leadership and team management skills, with the ability to motivate and inspire team members.
• Excellent communication and interpersonal skills, with a customer-centric approach.
• Advanced technical proficiency in troubleshooting software applications and system integrations.
• Experience with ticketing systems, CRM software, and other support tools.
• Ability to thrive in a fast-paced, dynamic environment and adapt to evolving priorities.
• Relevant certifications (e.g., ITIL, CompTIA, Salesforce) preferred but not required.

Job Duties

Our ideal Customer Support Team Lead will have demonstrable experience of the below: Team Leadership:

• Lead and mentor a team of technical support executives, providing guidance, coaching, and support to maximise performance and productivity.
• Foster a positive and collaborative team culture focused on delivering exceptional customer service and technical expertise.
• Set clear goals and expectations for team members, regularly monitoring progress and providing feedback for continuous improvement.
• Work within and maintain our KPI targets monthly.

Technical Support:

• Act as the primary point of contact for escalated customer issues, providing advanced troubleshooting and resolution assistance.
• Collaborate with cross-functional teams, including product development and engineering, to address complex technical issues and ensure timely resolution.
• Continuously update and expand technical knowledge to stay abreast of product updates, new features, and best practices.
• Provide initial 2nd line support for all escalated tickets.

Customer Engagement:

• Build and maintain strong relationships with customers, serving as a trusted advisor and advocate for their needs.
• Proactively communicate with customers to provide updates, gather feedback, and identify opportunities for improvement.
• Ensure prompt and effective resolution of customer inquiries and concerns, exceeding service level agreements (SLAs) and quality standards.

Process Improvement:

• Identify opportunities to streamline and optimise technical support processes, implementing best practices and tools to enhance efficiency and effectiveness.
• Analyse support metrics and performance data to identify trends, root causes, and areas for improvement.
• Collaborate with stakeholders to develop and implement initiatives to enhance the overall customer support experience.

Key Competencies:

Key Performance Indicators:

• To consistently meet or exceed predefined Key Performance Indicator (KPI) targets across relevant areas of responsibility.
• Regular review of KPI’s to determine if the right metrics are being tracked, and to update where necessary.

Effective Communication Skills:

• Ability to communicate effectively in both verbal and written forms to address technical and consultative audiences.

Attention to Detail:

• Demonstrates superior attention to detail in all aspects of work, ensuring accuracy and precision in tasks and communication.

Computer Literacy:

• Highly proficient in utilising computer systems, software, and tools relevant to customer support operations.

Team Collaboration:

• Proven ability to work collaboratively as a team player with a positive "can-do" attitude, fostering a supportive and inclusive work environment.

Interpersonal Skills:

• Possesses a friendly, outgoing personality, building rapport with customers and team members to facilitate effective communication and problem-solving.

Confidence and Charisma:

• Demonstrates confidence and charisma in approaching, engaging, and integrating users, instilling trust and enthusiasm in interactions.

Passion for Technology:

• Displays a genuine passion for technology, staying informed about industry trends, advancements, and emerging technologies.

Continuous Learning:

• Shows a strong desire to learn about emerging technologies and continuously develop knowledge and skills to stay relevant in the field.

Trusted Advisor Role:

• Driven to become a trusted advisor to both peers and customers, offering valuable insights, guidance, and support based on expertise and experience.

Understanding of Customer Needs:

• Capable of understanding customer needs and tailoring training solutions appropriately to meet their needs and expectations effectively.

Creation and Maintenance of Learning Tools:

• Responsible for the creation and maintenance of online learning tools, ensuring accessibility and relevance to support customer training and development.

What you can expect from us:

• Competitive salary
• Hybrid Working Environment whereby you can work from home and our office in Belfast
• Access to free parking
• Development opportunities
• Regular social events
• Private health insurance
• 35 days annual leave, including bank holidays

Contact

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We are an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.