Enso Recruitment | Customer Support Team Lead

6 days ago


belfast, United Kingdom Enso Recruitment Full time

Enso Recruitment are delighted to be partnered with a local SaaS leader, to recruit for the role of Customer Support Team Lead.


The role demands a strong expertise in SaaS (Software as a Service) products and technical support , combined with a passion for delivering world-class service. The primary focus is on guiding and coaching the team to resolve customer issues promptly while consistently achieving exceptional levels of customer satisfaction.


The Role

  • Lead and mentor a team of technical support executives, providing guidance, coaching, and support to maximise 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.


The Person

  • Available to work shifts between the hours of 07:00-21:00 Monday to Friday as well as weekend and public on-call support 07:00-15:30 on a rota basis.
  • 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 you can expect from us:

  • Competitive salary
  • Hybrid Working Environment whereby you can 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


To be considered for this or similar opportunities, please reach out to Enso Recruitment today for more information.



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