Team Lead, Customer Support - In-Store - UK

TL;DR

Team Lead, Customer Support - In-Store - UK (SaaS): Lead UK-based support team for hospitality operators, acting as player-coach while overseeing day-to-day operations and team development with an accent on performance coaching and productivity. Focus on monitoring metrics, delivering feedback, analyzing satisfaction trends, and collaborating with other teams to enhance customer experience.

Location: London, United Kingdom (onsite, UK-based team)

Company

SaaS platform empowering hospitality operators with CRM, marketing, operations tools, and guest data management; acquired by DoorDash in 2025 to expand in-store capabilities.

What you will do

• Act as player-coach: directly support customers and equip team with knowledge to resolve issues.
• Guide and support customer support representatives in a collaborative, high-performing environment.
• Monitor metrics, provide feedback, and coach team members for growth and success.
• Drive productivity through documentation, quality reviews, trend analysis, and training creation.
• Collaborate with Customer Success, Product, and other teams to share insights and improve experiences.

Requirements

• 3+ years technical customer support experience (SaaS as plus)
• Experience inspiring, coaching, and developing high-performing teams
• Strong commitment to outstanding customer experience
• Clear, confident communicator in writing and in person
• Strong problem solver for complex, escalated issues
• Comfortable with CRMs, help desk platforms, and analytics dashboards

Culture & Benefits

• Full-time shifts supporting global hospitality operators
• Focus on empathy, efficiency, and high service standards
• Opportunities for team growth and professional development
• Part of DoorDash's merchant-first in-store strategy