Customer Service Team Leader

TL;DR

Customer Service Team Leader: Lead a multi-skilled team of Customer Service Advisors and Chat Hosts, creating high-performing environments and driving key CX metrics like NPS, FCR, and productivity. Focus on coaching individuals, monitoring live dashboards for real-time decisions, and implementing continuous improvements in a fast-paced 24/7 customer support operation.

Location: Hybrid in Sunderland, UK (3 days per week in office at Sunderland HQ, remaining days remote). Rotating schedule with weekdays and weekends, core hours 6am-6pm, flexibility required.

Company

hirify.global is an innovative online gaming company focused on delivering fun player experiences, community building, and safer gambling support.

What you will do

• Lead, motivate, and develop a high-performing CX team through regular 1:1s, feedback, performance reviews, and QA evaluations.
• Drive performance across key metrics including NPS, FCR, productivity, engagement, and quality using live dashboards and real-time decisions.
• Conduct team meetings, share updates, manage attendance/holidays/absences, and support recruitment, onboarding, and probation.
• Build relationships across the business, drive continuous improvement initiatives, and enhance customer experiences.
• Guide team through changes in a fast-paced environment while fostering collaboration and support.

Requirements

• Based in or able to work hybrid from Sunderland, UK, with flexibility for rotating shifts including weekends.
• Proven track record leading successful customer-facing teams, balancing people leadership with performance delivery.
• Strong coaching, mentoring, feedback, and difficult conversation skills.
• Confidence using data/insights, Microsoft Office, Jira, and other systems to drive improvements.
• Organized, self-motivated, proactive mindset with ability to prioritize and influence.

Culture & Benefits

• Collaborative, supportive environment valuing ideas, visible impact, and career development in leadership or CX.
• Hybrid work model balancing office collaboration (3 days/week) with remote flexibility.
• Inclusive culture celebrating differences and "Free to be me" values.
• Opportunities for learning, growth, and progression in an innovative, fast-paced business.
• Comprehensive benefits package including perks and rewards (details on careers site).