Client Services Team Leader (SaaS)

Location: Hybrid, office-based in Haywards Heath, United Kingdom.

Company

hirify.global provides employee benefit solutions across Europe, including mobile-payable employee benefit payment services.

What you will do

• Lead and line manage Client Services Associates, including workload allocation, performance management, recruitment support, onboarding and development.
• Own Client Services processes, SOPs and the internal knowledge base, partnering with Delivery to maintain accurate client documentation.
• Monitor quality, ticket flow, SLAs and operational risks across client accounts, taking corrective action where needed.
• Handle complex and sensitive client escalations and maintain clear, action-oriented resolution paths.
• Design and refine automation for data transformation, formatting and secure file distribution in line with GDPR.
• Prepare weekly and monthly performance reports and collaborate with Support, Delivery, Training, Product and senior stakeholders.

Requirements

• Proven experience in client services, customer support or operations, ideally in a SaaS or technology business.
• Previous team leadership or supervisory experience, including performance management and people development.
• Experience monitoring and reporting on SLAs and service quality metrics.
• Hands-on experience with data handling, transformation and secure file management.
• Intermediate to advanced proficiency in Outlook, Word and Excel.
• Confidence using a ticketing system such as Zendesk, internal SaaS platforms, and reporting or dashboarding tools.
• Fluent English.
• Experience leading client-facing calls, handling escalations, owning operational processes end to end, and improving team performance.

Nice to have

• Experience with automation or workflow tools.
• Understanding of GDPR and data security.
• Experience in the HR, benefits or payroll industry.
• ITIL or similar awareness.

Culture & Benefits

• Join a fast-growing company scaling from acquired businesses into one growth company.
• Work in a People team using modern ways of working, strong data and AI as a multiplier.
• Take ownership and influence organisation, talent and culture decisions with senior leaders.
• Work in a hybrid setup from the Haywards Heath office.

Hiring process

• Apply with a CV and cover letter; applications are reviewed on an ongoing basis.