Live Chat Team Leader

2 days ago

Manchester, United Kingdom Billing Better Full time

Title: Customer Success Team Lead

Location: Manchester, UK

**About Billing Better**:
Billing Better is transforming the way people manage their bills and finances. We believe in making life simpler and more convenient for our users, and we're on a mission to change the way people think about their bills forever.

**The Role**:
We're looking for an enthusiastic, empathetic, and experienced Customer Success Team Lead to join our Manchester office. In this role, you'll be responsible for managing a team of 5 live chat agents and ensuring that our customers receive the exceptional service they deserve. You'll play a key role in helping us build a world-class customer success team and cultivating an environment where your team can thrive.

**Responsibilities**:

- Lead, mentor, and develop a team of 5 live chat agents, ensuring they provide top-notch customer support and achieve performance targets.
- Foster a culture of continuous improvement and collaboration within the team, encouraging agents to share knowledge, learn from one another, and support each other.
- Monitor team performance, providing regular feedback, coaching, and conducting performance reviews to help your team grow and succeed.
- Collaborate with other departments to provide insights and feedback, helping us improve our product and services based on customer needs.
- Act as an escalation point for complex customer issues, working closely with your team to resolve them promptly and effectively.
- Develop and implement customer success strategies, processes, and best practices to ensure our customers receive the highest level of support possible.

**Requirements**:

- A minimum of 3 years of experience in a customer support or success role, with at least 1 year in a leadership or management position.
- Proven track record of managing and developing high-performing customer support teams.
- Exceptional communication and interpersonal skills, with a genuine passion for helping others and solving problems.
- Strong organisational and time management skills, with the ability to multitask and prioritise effectively in a fast-paced environment️.
- Experience using live chat software, CRM systems, and other support tools.
- A deep understanding of our product and services, with the ability to quickly learn and adapt to new features and updates.

**Bonus Points**:

- Experience in a tech or fintech company.
- Familiarity with Billing Better's mission and values ️.

What We Offer:

- A competitive salary and a comprehensive benefits package.
- The opportunity to make a real impact in a fast-growing, innovative company.
- A supportive, inclusive, and fun work environment where your ideas and input are valued.
- Professional development and growth opportunities, including access to training and resources.
- The chance to be part of a passionate, diverse team that loves what they do and is committed to making a difference.

**Job Types**: Full-time, Permanent, Graduate

**Salary**: £27,000.00 per year

**Benefits**:

- Company events
- Company pension
- Free parking

Schedule:

- Day shift
- Monday to Friday
- Weekend availability

Ability to commute/relocate:

- Manchester: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- A-Level or equivalent (preferred)

**Experience**:

- Customer service: 3 years (required)
- Leadership: 1 year (required)

Work Location: In person

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