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Customer Support Team Lead

2 months ago

London, Greater London, United Kingdom Swap Full time
About the Role

We are seeking a seasoned Customer Support Manager to lead our customer support team at Swap, a leading software provider dedicated to empowering e-commerce brands. As the first ever Customer Support Manager hired at Swap, you will have the exciting opportunity to create processes from scratch and streamline the current way in which the team operates.

Key Responsibilities
  • Manage and coach a team of customer support representatives to deliver exceptional customer service
  • Collaborate with the Director of Customer Success and wider leadership team to shape the customer support strategy and structure
  • Support direct reports in their career development and performance management through regular coaching and mentoring
  • Develop and deliver training materials to new and existing team members
  • Lead daily customer support operations to ensure timely and effective customer inquiries and issue resolution
  • Contribute to department-wide improvements and processes, working cross-functionally on initiatives that impact the team
  • Analyse customer feedback to drive improvements and monitor support metrics
  • Prepare weekly reports on customer satisfaction and team performance
Requirements
  • 3-5 years of experience in a customer support role, with at least 2 years in a managerial position, preferably in the tech or ecommerce industry
  • Startup or scaleup experience
  • Proven leadership and management skills, with the ability to drive teams to achieve goals
  • Exceptional organisational and problem-solving skills, with a focus on delivering results and driving continuous improvement
  • Strong data and analytical skills, with a focus on reporting core metrics
  • Excellent communication skills
About Us

We are a collaborative and inclusive work environment where creativity and innovation thrive. We are committed to building a team with a variety of backgrounds, skills, and views. We offer a competitive salary, employee share options, and a range of benefits, including flexible working hours and a generous holiday allowance.