Customer Support Team Leader

TL;DR

Customer Support Team Leader: Leading and developing a team of up to 10 agents to deliver exceptional customer service and business outcomes with an accent on driving performance, growth, and engagement. Focus on cultivating a high-performing team, supporting departmental changes, and resolving obstacles for agents.

Location: Hybrid in Cardiff, UK (3 days office, 2 days home after probation)

Salary: £32,000–£38,000 DOE

Company

hirify.global provides an all-in-one business credit card & spend management platform for small businesses globally.

What you will do

• Lead a team of up to 10 customer support agents, driving performance and engagement.
• Support the Customer Support Manager in implementing departmental changes.
• Develop team skills through 1:1s, coaching, and meetings.
• Build strong relationships with key internal stakeholders.
• Act as an escalation point for team support when needed.
• Remove obstacles preventing agents from delivering outstanding service.

Requirements

• Contact centre experience is essential, and a bonus if it’s in Financial Services.
• Genuine passion for team development and a track record of coaching success.
• Strong attention to detail with the ability to identify and address inefficiencies.
• Experience in analysing and interpreting basic data sets.
• A growth mindset and confidence in giving/receiving constructive feedback.
• A drive for success, backed by a track record of achieving results.
• English: B2 required.

Culture & Benefits

• Office environment with pool table, arcade machine, beer tap, and office dogs.
• Private Healthcare, including dental and optician services through Vitality.
• Worldwide travel insurance through Vitality.
• Anniversary Rewards (£250, £500, £750, 4-week fully paid sabbatical).
• Salary Sacrifice Pension Scheme up to 7% match.
• 28 days holiday plus bank holidays.
• Annual Learning and Wellbeing Budget.
• Enhanced Parental Leave and Cycle to Work Scheme.
• 6 free therapy sessions per year.
• Free drinks and snacks in our offices.

Hiring process

• First stage: 30-minute intro and values call with Talent Partner (video call).
• Second stage: 60-minute CV overview and competency-based interview with People Partner and Customer Support Team Leaders (in-person/video call).
• Final stage: 60-minute leadership and cultural fit with Senior Customer Services Manager and Lead People Partner (in-person).