Customer Support Team Lead

4 days ago

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

We are seeking a highly skilled Customer Support Manager to lead our customer support team at Swap, a leading software provider dedicated to empowering e-commerce brands. As a key member of our team, you will be responsible for delivering exceptional customer support, training and developing our growing team, and shaping our customer support strategy.

Key Responsibilities
  • Manage and coach a team of customer support representatives to ensure the highest level of customer service is provided.
  • Work closely with the Director of Customer Success and wider leadership team to help shape the structure and processes of our customer support function.
  • Support direct reports' career development and performance management with regular coaching and mentoring.
  • Lead daily customer support operations to ensure timely and effective customer inquiries and issue resolution.
  • Be a key member of the wider Customer Operations and Support Leadership team, helping to create department-wide improvements, processes, and working cross-functionally on initiatives that impact the team.
  • Monitor and analyse support metrics.
  • Create and 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 within the tech or e-commerce industry.
  • Proven leadership and management skills, with the ability to drive teams to achieve and drive goals.
  • Strong data and analytical skills, with a strong focus on reporting core metrics.
  • Hybrid working arrangement, with 3 days in our Holborn office.
What We Offer
  • Competitive salary and employee share options.
  • Competitive holiday allowance (plus public holidays).
  • Flexible working hours.
  • Diversity & Equal Opportunities.

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