Customer Support Team Lead

TL;DR

Customer Support Team Lead: Managing and motivating a customer support squad, focusing on data-centric performance, KPI alignment, and continuous service improvement. Focus on coaching team members, statistical analysis of key performance indicators, and building strong customer relationships.

Location: Hybrid in Sheffield, UK, with 2 office days per week. Must be available to work during UK business hours.

Salary: £40,000–£50,000 per annum

Company

hirify.global helps over 1,500 banks and finance providers worldwide develop and operationalize their digital transformation strategies with a suite of digital banking products.

What you will do

• Line manage and coach a customer support squad (8-10 members).
• Conduct statistical analysis of key performance indicators (KPIs) and service level agreement (SLA) achievement.
• Build customer relationships and manage service improvement plans.
• Act as a point of escalation for internal and external issues.
• Represent the run team in relevant meetings and events.
• Track Project Stage Gates and progress, supporting Go Live approvals and knowledge handover.
• Act as 'Call Manager' on rota, assigning tickets among squads.

Requirements

• Line management and/or mentoring skills.
• 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.
• Experience in managing conflict, escalations, and disputes.
• Ability to prioritize goals and objectives in line with personal and individual KPIs.
• Ability to produce various statistical reports and management overview data.
• Customer service and continuous improvement skills.
• Must be able to work within UK business hours.

Culture & Benefits

• Commitment to fighting against all forms of discrimination.
• Inclusive and respectful work environment.
• All positions are open to people with disabilities.
• Pension and excellent benefits package.