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.