Customer Support Team Lead

About the Role

Our client is searching for a motivated and results-oriented Customer Support Team Lead to manage and guide their support operations in Birmingham . In this critical role, you will lead a team of customer service professionals, ensuring they deliver outstanding support and meet key performance indicators. You will foster a positive team environment, provide coaching, and drive continuous improvement in support processes. This position is ideal for a leader passionate about customer experience and developing talent, aiming to enhance the overall effectiveness and efficiency of the customer support function within a growing organisation.

Key Responsibilities

• Lead, train, and mentor a team of customer support representatives to achieve performance goals.
• Monitor team performance metrics, provide regular feedback, and conduct performance reviews.
• Develop and implement strategies to improve customer satisfaction and reduce response times.
• Handle complex customer escalations and ensure timely resolution of critical issues.
• Collaborate with other departments to ensure a consistent and positive customer journey.
• Maintain up-to-date knowledge of company products, services, and support policies.

Requirements

• Previous experience in a customer support leadership or supervisory role.
• Demonstrated ability to motivate and manage a team effectively.
• Strong understanding of customer service best practices and call center operations.
• Excellent problem-solving and decision-making skills.
• Proficiency with support ticketing systems and reporting tools.
• Commitment to delivering exceptional customer experiences.

Benefits

• Attractive salary package with potential for bonuses.
• Extensive medical, dental, and vision coverage.
• Generous annual leave entitlement.
• Opportunities for leadership training and career progression.
• A supportive and dynamic team culture in Birmingham .