Enso Recruitment | Customer Support Team Lead
6 days ago
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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