Customer Support Team Lead

3 weeks ago

Huddersfield, United Kingdom Katchr Full time

**Exciting Opportunity: Become the Customer Support Team Lead at Katchr**:
**Join Our Visionary Team at Katchr**:
Katchr is a trailblazer in providing cutting-edge legal tech solutions to law firms across the UK. With our innovative software, we enhance our clients' access to crucial data, enabling better decision-making and improved performance. Our commitment to excellence is shown through our unparalleled customer retention rate and exceptional customer support service. As we continue to grow, we're looking for a dynamic Customer Support Team Lead to join our ranks and help us maintain our reputation for industry-leading customer service.

**Role Summary**:
As the Customer Support Team Lead at Katchr, you will play a pivotal role in enhancing our customer support experience. You will oversee our dedicated Customer Support Team, ensuring each member delivers proactive and efficient customer service that aligns with our company values. This role is not just about managing a team; it's about inspiring them to achieve excellence, embodying a customer-first approach, and continuously seeking ways to improve our support services.

**Key Responsibilities**:

- Manage and oversee the daily operations of the Customer Support Team, ensuring high-quality and timely support to our clients.
- Assist in supporting the customer service team with the resolution of client query's via various channels
- 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 the Customer Success Managers and other departments to streamline support processes and enhance customer satisfaction.
- Maintain an in-depth understanding of our 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**:
**Essential Traits and Skills**:

- Proficient in using customer support software and familiar with SQL or similar databases for problem-solving.
- Experience working with datasets and dashboards
- Proven experience in customer support or a similar role, with ideally a minimum of two years in a leadership position or mentoring others
- 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.

**Why Join Katchr?**:

- A competitive salary and a comprehensive benefits package.
- 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 Katchr expands.
- An inclusive culture where everyone's contributions are valued and celebrated.

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