Customer Support Team Lead

About the Role

Our client is seeking an experienced and motivational Customer Support Team Lead to guide their team in Bristol . This leadership role involves overseeing the daily operations of the customer support department, ensuring high levels of service quality, and fostering a positive and productive team environment. You will be responsible for coaching, mentoring, and developing support staff, while also handling complex customer issues and driving continuous improvement initiatives. This is a key position for shaping customer interactions within the South West England region, offering a blend of on-site and remote working.

Key Responsibilities

• Lead, coach, and motivate a team of customer support representatives to achieve performance goals.
• Monitor team performance, conduct regular reviews, and provide constructive feedback.
• Manage escalated customer issues, ensuring swift and satisfactory resolution.
• Develop and implement strategies to improve customer satisfaction and retention metrics.
• Train new team members and facilitate ongoing professional development for the team.
• Collaborate with management to set team objectives and ensure alignment with company goals.

Requirements

• Minimum of 3 years of experience in customer support, with at least 1 year in a leadership or supervisory role.
• Proven ability to lead and motivate a team effectively.
• Excellent problem-solving, decision-making, and conflict-resolution skills.
• Strong understanding of customer service best practices and metrics.
• Proficiency with CRM software and customer support platforms.
• Ability to work effectively in a hybrid model, providing leadership both in-office and remotely.

Benefits

• Competitive salary with performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Generous paid time off and company holidays.
• Opportunities for leadership training and career advancement.
• A supportive and collaborative work environment in Bristol .