Customer Support Team Lead

4 weeks ago

Huddersfield, United Kingdom Humnize Full time

Exciting Opportunity: Become the Customer Support Team Lead Join Our Visionary Team at a Leading Legal Tech Solutions Provider


If you want to know about the requirements for this role, read on for all the relevant information.

Position: Permanent

Salary: £40,000

Location: Huddersfield

Pattern: 3 Months onsite, then Hybrid

Our client, a trailblazer in providing cutting-edge legal tech solutions to law firms across the UK, is seeking a Customer Support Team Lead. With innovative software, they enhance clients' access to crucial data, enabling better decision-making and improved performance. Their commitment to excellence is shown through their unparalleled customer retention rate and exceptional customer support service. As they continue to grow, they're looking for a dynamic Customer Support Team Lead to maintain their reputation for industry-leading customer service.

Role Summary As the Customer Support Team Lead, you will play a pivotal role in enhancing the customer support experience. You will oversee the dedicated Customer Support Team, ensuring each member delivers proactive and efficient customer service that aligns with company values. This role is about inspiring the team to achieve excellence, embodying a customer-first approach, and continuously seeking ways to improve support services.

Key Responsibilities

  • Manage and oversee the daily operations of the Customer Support Team, ensuring high-quality and timely support to clients.
  • Act as a mentor and guide to team members, fostering a culture of continuous improvement and professional growth.
  • Monitor team performance, providing regular feedback and conducting quarterly performance reviews.
  • Coordinate with Customer Success Managers and other departments to streamline support processes and enhance customer satisfaction.
  • Maintain an in-depth understanding of products and services to offer accurate support and information to customers.
  • Identify and implement strategies for reducing support ticket volume and improving resolution times.

Who We Are Looking For The ideal candidate is personable, confident, and proficient in handling multichannel customer support interactions, including video calls. They are adept at problem-solving, possess excellent communication skills, and have a track record of managing and uplifting a team.

Essential Traits and Skills:

  • Proven experience in customer support or a similar role, with a minimum of two years in a leadership position.
  • Strong interpersonal and communication skills, able to connect with both customers and team members effectively.
  • Experience conducting video calls and virtual meetings with confidence and clarity.
  • Ability to provide clear and constructive feedback, with a focus on mentorship and team development.
  • Strategic thinker, capable of developing and implementing processes to enhance customer satisfaction and team efficiency.
  • Proficient in using customer support software and familiar with SQL or similar databases for problem-solving.

Why Join

  • Opportunity to work in a friendly, dynamic environment with a team that values innovation and customer-centric approaches.
  • Continuous professional development and a career path that lets you grow as the company expands.
  • An inclusive culture where everyone's contributions are valued and celebrated.

Ready to lead the customer support team to new heights? Apply today and help shape the future of legal tech customer service.

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