Customer Service Team Lead

Gift & Go is an award-winning SaaS gifting technology platform which enhances the way that companies reward and reinforce customer loyalty. The platform enables companies to build, manage and publish powerful marketing and rewards campaigns, leveraging its access to product, logistical superiority and global footprint of leading retailers such as Amazon Business. We enable businesses to acquire and retain customers via global gifting technology.

We are currently recruiting for aCustomer Service Team Lead to join our growing team. This is a hands-on leadership role, combining customer support with team supervision, quality assurance, coaching, and operational support.

The successful candidate will report directly to theHead of Department and will help ensure the Customer Service team consistently delivers a high standard of service, meets agreed SLAs and KPIs, and follows company processes and best practices.

The ideal candidate will have previous experience in customer service, with experience in a senior or team lead position highly desirable. Experience within a start-up, SaaS, fintech, e-commerce, gifting, or customer loyalty environment is an advantage.

We are looking for a proactive and organised individual with excellent attention to detail, strong communication skills, and the ability to lead by example. The successful candidate will be confident handling escalated queries, supporting colleagues, monitoring quality and performance, and identifying opportunities to improve processes and the customer experience.

• Full-time role (5 working days per week that may include weekends on a rota basis), with a minimum of 3 weekdays in the office.
• Working hours may vary depending on the rota
• Immediate start or short notice period preferred

Roles and Responsibilities

Customer Service

• Handle escalated customer queries, complaints, and support tickets, ensuring timely and appropriate resolutions within agreed SLAs.
• Support Customer Service Representatives with complex or unresolved cases and provide guidance where required.
• Manage Zendesk tickets and ensure appropriate follow-up through to resolution.
• Liaise with suppliers and internal stakeholders regarding orders, refunds, returns, credits, and product replacements.
• Process and review manual orders on behalf of clients and their customers.
• Escalate complex or high-risk issues to the appropriate internal teams.
• Assist the Head of Department with the day-to-day management and oversight of the Customer Service team.
• Assist with team rotas and schedules to ensure appropriate operational coverage.
• Monitor key performance indicators (KPIs), SLAs, ticket volumes, response times, and other relevant performance metrics.
• Review tickets and customer interactions to ensure they meet QA standards, company policies, and service expectations.
• Provide coaching, training, and re-training to team members on policies, procedures, systems, and best practices.
• Review and approve orders placed by the Customer Service team.
• Lead by example, promoting a high standard of customer service, accuracy, professionalism, and ownership.

Processes & Operations

• Assist with creating and maintaining customer service macros, scripts, templates, and written SOPs.
• Communicate daily operational updates, notifications, and process changes to the team.
• Identify opportunities to improve processes, efficiency, and customer experience.
• Assist the Head of Department with operational tasks, projects, reporting, and other responsibilities as required.
• Support the wider Operations team with additional tasks and projects as required.

Experience and Skills

• 2+ years of experience in customer service, customer support, customer success, or client services, ideally with senior or team lead experience.
• Experience handling escalated customer queries and complex cases.
• Experience providing coaching, training, or guidance to colleagues.
• Experience working with KPIs, SLAs, QA processes, or customer service performance metrics.
• Excellent communication, organisational, and problem-solving skills.
• Strong attention to detail and ability to manage a high volume of tasks effectively.
• Experience with Zendesk or similar customer service platforms is highly desirable.
• Experience within a SaaS, fintech, e-commerce, online marketing, or technology start-up environment is advantageous.
• Experience within customer loyalty, rewards, benefits, gifting, or e-commerce is highly desirable.
• A proactive, solution-focused approach with the ability to use initiative and sound judgement.

What We Offer

• Opportunities for professional growth within a rapidly expanding company
• A collaborative, supportive, and high-performing team environment
• Full-time position (5 working days per week)
• Paid holidays and vacation time
• Additional day off for your birthday

At Gift & Go we embrace diversity and are committed to creating an inclusive and supportive work environment. As an Equal Opportunity Employer, we make all employment decisions without regard to age, national origin, race, ethnicity, religion, creed, gender, sexual orientation, disability, or any other characteristic protected by law.

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