Customer Service Team Leader

TL;DR

Customer Service Team Leader (SaaS): Manage day-to-day operations of first-line support team and optimize customer service efficiency with an accent on Freshdesk administration, workflow streamlining, and KPI tracking. Focus on process improvements, handling escalations, and upskilling team for high first-contact resolution rates.

Location: Wakefield, Hybrid

Salary: up to £36,750

Company

SaaS provider serving schools and multi-academy trusts in the education sector.

What you will do

• Line manage Customer Support Advisors, conduct performance reviews, and identify development opportunities.
• Oversee first-line support activities, manage ticket queues, and ensure SLA compliance.
• Administer Freshdesk by creating automation rules, ticket templates, and optimizing workflows.
• Track, analyze, and report on KPIs like response times, resolution rates, and CSAT scores.
• Review and streamline support processes to enhance customer experience and team efficiency.
• Handle escalations for complex issues and collaborate cross-departmentally.
• Train team on new product features and internal systems.
• Provide insights on customer pain points, system health, and team capacity.

Requirements

• Proven leadership experience in a team leader or senior role in customer support or helpdesk, preferably SaaS.
• Proficiency in managing and configuring Freshdesk or similar ticketing systems.
• Excellent verbal and written communication skills for handling difficult customers.
• Analytical skills to interpret helpdesk data and drive improvements.
• Logical troubleshooting and systematic problem-solving.
• Strong organizational skills for managing priorities in a fast-paced environment.

Nice to have

• SaaS experience and understanding of software delivery models.
• Knowledge of education sector needs, especially schools and multi-academy trusts.
• Project management experience in implementing tools or process changes.

Culture & Benefits

• 25 days annual leave plus 8 bank holidays and birthday off.
• BUPA Healthcare Cashback plan after probation.
• Pension scheme.
• Ongoing professional development with supported study and funding for qualifications.
• Flexible working including part-time or term-time hours.
• Collaborative team environment.

Hiring process

• Phone screen.
• 1st stage interview.
• 2nd stage interview.