Customer Support Team Lead

About the Role

Our client is seeking an experienced and motivated Customer Support Team Lead to guide and mentor their support team in Sheffield . This hybrid role involves overseeing daily operations, ensuring high standards of customer service, and fostering a positive team environment. You will be instrumental in driving team performance, coaching agents, and implementing best practices. This position offers the unique opportunity to combine strategic leadership with hands-on support, leveraging both remote collaboration tools and in-office interactions. We are looking for a natural leader with a strong background in customer service and a passion for team development.

Key Responsibilities

• Lead, mentor, and motivate a team of Customer Support Agents to achieve performance targets.
• Oversee daily support operations, ensuring efficient handling of customer inquiries and issues.
• Monitor team performance metrics and provide regular feedback and coaching to agents.
• Implement and refine customer support processes and procedures to enhance efficiency and satisfaction.
• Handle escalated customer issues and provide solutions to complex problems.
• Collaborate with management to develop and execute customer support strategies.

Requirements

• Proven experience in a Customer Support role, with demonstrated leadership or supervisory experience.
• Excellent communication, interpersonal, and leadership skills.
• Strong understanding of customer service principles and best practices.
• Ability to work effectively in a hybrid model, managing both remote and in-office team members.
• Proficiency with CRM software and support ticketing systems.
• Demonstrated ability to problem-solve and make sound decisions under pressure.

Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Opportunities for professional development and career advancement.
• A flexible hybrid work environment that promotes work-life balance.
• A supportive and collaborative team culture focused on growth and success.