Technical Support Team Lead Specialist

23 hours ago


Belfast, United Kingdom Enso Recruitment Full time

About Us

Enso Recruitment, a leading recruitment partner, is proud to collaborate with a prominent SaaS leader in Belfast. We are seeking an exceptional Customer Support Team Lead to spearhead our technical support team.

The Opportunity

This role demands a unique blend of technical expertise and leadership skills to guide our team in delivering world-class customer service. As the primary point of contact for escalated issues, you will provide advanced troubleshooting assistance and ensure timely resolution.

Your Responsibilities

  • Lead and mentor a team of technical support executives, providing guidance, coaching, and support to maximize performance and productivity.
  • Foster a positive and collaborative team culture focused on delivering exceptional customer service and technical expertise.
  • Set clear goals and expectations for team members, regularly monitoring progress and providing feedback for continuous improvement.
  • Work within and maintain our KPI targets monthly.
  • Act as the primary point of contact for escalated customer issues, providing advanced troubleshooting and resolution assistance.
  • Collaborate with cross-functional teams, including product development and engineering, to address complex technical issues and ensure timely resolution.
  • Continuously update and expand technical knowledge to stay abreast of product updates, new features, and best practices.
  • Provide initial 2nd line support for all escalated tickets.

Your Background

  • A minimum of 2 years' experience 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.

We Offer

  • A competitive salary: £45,000 - £55,000 per annum (dependent on experience).
  • A hybrid working environment, allowing you to work from home and our office in Belfast.
  • Access to free parking.
  • Development opportunities.
  • Regular social events.
  • Private health insurance.
  • 35 days annual leave, including bank holidays.


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