Customer Service Team Leader (SaaS)

TL;DR

Customer Service Team Leader (SaaS): Managing the first-line support team and optimizing customer service operations with an accent on Freshdesk administration and KPI management. Focus on streamlining support workflows, resolving complex escalations, and driving a high-performing support culture.

Location: Hybrid (Wakefield, United Kingdom)

Salary: up to £36,750

Company

hirify.global is an education-focused SaaS company providing specialized software solutions for schools and multi-academy trusts.

What you will do

• Line manage Customer Support Advisors, providing daily guidance and conducting performance reviews.
• Oversee first-line support activities to ensure ticket queues are managed and SLAs are consistently met.
• Administer Freshdesk by creating automation rules, managing templates, and optimizing workflows.
• Track, analyze, and report on team performance metrics, including response times and CSAT scores.
• Resolve complex, high-priority customer queries requiring senior-level intervention.
• Upskill the support team on new product features to maintain a high first-contact resolution rate.

Requirements

• Proven leadership experience in a customer support or helpdesk environment, preferably within SaaS.
• Proficiency in managing and configuring Freshdesk or a similar enterprise ticketing system.
• Excellent verbal and written communication skills for professional handling of difficult situations.
• Analytical ability to interpret helpdesk data to drive performance improvements.
• Systematic approach to logical troubleshooting and technical investigation.
• Must be based in or able to work hybrid in Wakefield, UK.

Nice to have

• Strong understanding of SaaS delivery models and technical support cycles.
• Familiarity with the education sector, specifically schools and multi-academy trusts.
• Experience implementing new tools or significant process changes within a support team.

Culture & Benefits

• 25 days annual leave plus 8 bank holidays and your birthday off.
• BUPA Healthcare Cashback plan following successful completion of probation.
• Company pension scheme.
• Ongoing professional development with supported study and potential funding for external qualifications.
• Flexible working options, including part-time or term-time hours.

Hiring process

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