Team Leader - Customer Operations (SaaS)

Location: London, United Kingdom; hybrid workplace

Company

hirify.global provides cloud-native, integrated commerce solutions. Its Storman division develops self-storage management software for Australia, New Zealand, the UK, Europe, and other global markets.

What you will do

• Lead the local customer support team, manage direct reports, conduct 1-on-1s, and develop team capability.
• Deliver advanced tier-2/tier-3 technical support across phone, case management, chat, and web conferencing, including log analysis and complex issue resolution.
• Manage queues, workload distribution, escalations, CSAT, SLAs, and response-time performance.
• Build scalable support processes, SOPs, onboarding workflows, troubleshooting standards, and self-service knowledge resources for UK and European operations.
• Coordinate with development, product, Australian leadership, regional stakeholders, vendors, and customers on system issues, releases, pilot testing, and regression testing.
• Support strategic operational projects while maintaining governance, compliance, information security, and local regulatory alignment.

Requirements

• Minimum 5+ years of customer operations or technical support experience, including 1–2 years in a team lead, supervisory, or senior mentor capacity.
• Experience in a SaaS or software-centric environment.
• Proven ability to manage small teams, monitor support queues, coach individuals, and achieve performance targets.
• Ability to document procedures, streamline support workflows, and scale operations across multiple time zones or regions.
• Outstanding stakeholder management and communication skills, including coordination across cross-functional remote teams and alignment with Australian-based leadership.

Nice to have

• Experience supporting UK or European markets.

Culture & Benefits

• Inclusive, global teams working across borders and regions.
• Opportunities to learn from experienced industry professionals and develop a career in an evolving company.
• Work involves collaboration with Australian-based leadership and support for UK and European time zones.
• Culture emphasizes client focus, ownership, teamwork, curiosity, innovation, empowerment, and operational excellence.