Support Services Leadership Role
2 weeks ago
We are seeking a skilled Customer Support Team Lead to join our client's team. As a key member of the support team, you will be responsible for guiding and mentoring a team of technical support executives, providing expertise in SaaS products and technical support.
Key Responsibilities
* Guide and mentor a team of technical support executives, providing expertise in SaaS products and technical support
* Develop and implement effective strategies to improve team performance and productivity
* Foster a positive and collaborative team culture focused on delivering exceptional customer service and technical expertise
* Monitor team progress and provide regular feedback to encourage continuous improvement
* Maintain KPI targets and contribute to business growth
* Collaborate with cross-functional teams to resolve complex technical issues and ensure timely resolution
Requirements
* Proven experience (2 years) in a technical support role, with a focus on SaaS products
* Strong leadership and team management skills, with the ability to motivate and inspire team members
* Excellent communication and interpersonal skills, with a customer-centric approach
* Advanced technical proficiency in troubleshooting software applications and system integrations
* Experience with ticketing systems, CRM software, and other support tools
* Ability to thrive in a fast-paced, dynamic environment and adapt to evolving priorities
* Relevant certifications (e.g., ITIL, CompTIA, Salesforce) preferred but not required
What We Offer
* Competitive salary: £55,000 - £70,000 per annum, depending on experience
* Hybrid Working Environment, allowing you to work from home and our office in Belfast
* Opportunities for professional growth and development
* Collaborative and dynamic work environment
* Flexible working hours and remote work options
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