Support Team Leader

Role overview: 

Lead a high-performing support team to consistently deliver outstanding customer service, while developing team capability, driving operational excellence, and advancing strategic goals such as CSAT, NPS, First Contact Resolution, and self-service adoption. Act as a coach, strategist, and escalation point to ensure efficiency, quality, and a culture of ownership. 

Key Responsibilities: 

• Build and manage a team of Support Associates, Consultants, and Senior Consultants to consistently exceed KPIs such as CSAT (85%+), FCR, and SLA adherence. 

• Foster a culture of ownership, collaboration, and continuous improvement. Coach team members in communication, technical investigation, and support excellence. 

• Identify recurring customer issues through data analysis and eliminate root causes through process, tooling, or knowledge improvements. 

• Own and enhance knowledge strategy, ensuring accurate, timely, and customer-centric content to drive self-service effectiveness. 

• Serve as a trusted escalation contact for high-priority issues, ensuring timely resolution and mitigation of customer impact. 

• Represent the team in cross-functional meetings (Product, Engineering, Customer Solutions), using customer data to influence product and service decisions. 

• Maintain full compliance with ISO9001-aligned quality standards, internal policies, and data governance, while enabling innovation and continuous improvement. 

• Create a sustainable talent pipeline by identifying and developing emerging leaders within the team. 

Key Competencies required: 

• Experience : 10 to 14 years
• Customer Focus: Resolves internal and external obstacles to excellent service; adapts quickly to feedback. 
• Builds Effective Teams: Creates psychological safety and ownership across team; aligns team around shared goals. 
• Manages Complexity: Breaks down high-volume and high-impact issues to solve root causes effectively. 
• Plans & Aligns: Prioritizes work across people and time; eliminates bottlenecks. 
• Communicates Effectively: Shares updates, insights, and expectations clearly; fosters open dialogue. 
• Instills Trust: Models integrity, transparency, and high ethical standards in decision-making. 

• Wellbeing focused – Our people are our greatest assets, and ensuring everyone feels their best self to come to work is integral. 
• Annual Leave – 20 days of annual leave, plus public holidays 
• Employee Assistance Programme – Free advice, support, and confidential counselling available 24/7. 
• Personal Growth – We’re committed to enabling your growth personally and professionally through development programmes. 
• Life Insurance - 2x annual salary 
• Personal Accident Insurance - providing cover in the event of serious injury/illness.
• Performance Bonus – Our Group-wide bonus scheme enables you to reap the rewards of your success.