Support Consultant Team Leader (LegalTech)

TL;DR

Support Consultant Team Leader (LegalTech): Leading and managing the Search Support team to ensure high-quality client delivery with an accent on operational management and performance tracking. Focus on driving SLA/KPI compliance, coaching team members, and managing resource allocation across UK and Canadian time zones.

Location: Hybrid (Cape Town - Foreshore). Must be available to cover UK business hours (8:00 a.m. – 5:30 p.m.) and observe UK public holidays.

Company

hirify.global is a global leader in legal technology providing integrated solutions for practice management, data insights, and client onboarding.

What you will do

• Lead and develop the Search Support team, combining hands-on technical assistance with tactical leadership.
• Drive team performance by monitoring KPIs (FRT, CSAT, SLA compliance) and implementing corrective actions.
• Conduct regular one-on-one meetings to set goals and manage personal development plans (PDPs).
• Oversee resource management and shift scheduling to ensure coverage for Canadian and UK time zones.
• Act as the primary escalation point for complex Search-related technical or client issues.
• Collaborate with cross-functional teams to implement process improvements and business strategy initiatives.

Requirements

• 2–3 years of experience in a process-driven customer support or product delivery environment.
• Proven capability in leading, coaching, and developing team members, including performance reviews.
• Strong understanding of KPIs, SLAs, and QA scoring metrics used in support environments.
• Excellent verbal and written communication skills for managing professional relationships.
• Experience managing hybrid/WFH productivity and maintaining team engagement.
• Solid working knowledge of HR compliance, including leave and conduct management.

Nice to have

• Knowledge of Zendesk or similar ticketing/support management systems.
• Familiarity with Canadian or UK legal practices and workflows.
• Experience with talent mapping, succession planning, and coaching frameworks.

Culture & Benefits

• Permanent full-time employment.
• Hybrid working model.
• Collaborative and learning-focused environment with a focus on professional growth.
• Regular team-building activities and operational huddles to maintain engagement.

Hiring process

• Stage 1: Application review.
• Stage 2: Final hiring decision.