Customer Support Team Lead

TL;DR

Customer Support Team Lead: Manages and develops a customer support squad, focusing on service excellence, KPI alignment, and skill development with an accent on statistical analysis, service improvement planning, and fostering cross-team collaboration. Focus on coaching team members to achieve objectives, managing complex escalations, and ensuring high-quality customer service delivery.

Location: Hybrid in Sheffield, UK (2 office days per week). Must work within UK business hours.

Salary: £40,000–£50,000 per annum

Company

hirify.global partners with over 1,500 banks and financial providers globally to deliver digital transformation strategies and banking products.

What you will do

• Provide day-to-day line management and coaching for a customer support squad (8-10 members).
• Conduct statistical analysis of key KPIs and SLA achievement across teams.
• Build and maintain strong customer contacts and relationships.
• Develop, manage, and maintain service improvement plans.
• Act as a primary point of escalation, both internally and externally.
• Foster a collaborative working environment within and between squads, mentoring team members.

Requirements

• Experience in line management and/or mentoring.
• Ability to build and develop a cross-skilled, engaged, and performant team.
• Strong stakeholder management skills (internal and external).
• Excellent communication skills, both written and verbal.
• Proficiency in managing conflict, escalations, and disputes.
• Ability to produce various statistical reports and track platform/system metrics.

Culture & Benefits

• Commitment to fighting discrimination and fostering an inclusive and respectful work environment.
• All positions are open to people with disabilities.
• Comprehensive pension scheme.
• Excellent benefits package.