Customer Support Lead

3 weeks ago

London, United Kingdom VE3 Full time

Job Title: Customer Support Lead

Location: UK

Reports To: Project Manager

About the Role:

We are seeking an experienced Customer Support Lead to oversee and manage the support team dedicated to ensuring a seamless experience for users on a digital customer portal. The Customer Support Lead will play a key role in driving service excellence by overseeing day-to-day operations, managing escalations, and coordinating with internal teams to maintain Service Level Agreements (SLAs). This position will also involve training support representatives, monitoring performance metrics, and continuously improving processes to enhance customer satisfaction.


About the Company:

We are a dynamic and innovative company committed to delivering exceptional solutions that empower our clients to succeed. With our headquarters in the UK and a global footprint across the US, Noida, and Pune in India, we bring a decade of expertise to every endeavour, driving real results. We take a holistic approach to project delivery, providing end-to-end services that encompass everything from initial discovery and design to implementation, change management, and ongoing support. Our goal is to help clients leverage the full potential of the Salesforce platform to achieve their business objectives.

What Makes VE3 The Best For You We think of your family as our family, no matter the shape or size. We offer maternity leaves, PF Fund Contributions, 5 days working week along with a generous paid time off program that benefits balance your work & personal life.

Requirements

Key Responsibilities:

  • Manage and Lead the Support Team: Oversee a team of Customer Support Representatives, providing guidance, support, and training to ensure high performance and productivity.
  • Service Desk Operations: Supervise the service desk operations to ensure timely, efficient, and professional handling of customer inquiries, complaints, and technical issues related to the portal.
  • SLA Compliance: Ensure the team meets or exceeds established SLAs and Key Performance Indicators (KPIs) related to response and resolution times.
  • Escalation Management: Handle escalated issues, providing in-depth support to ensure complex problems are resolved promptly and effectively.
  • Customer Communication: Maintain clear and empathetic communication with customers, keeping them informed about issue resolution progress, service updates, and relevant features.
  • Performance Monitoring and Reporting: Track and analyse performance metrics, identifying areas for improvement and creating action plans to optimize support operations.
  • Process Improvement: Continuously evaluate and improve support processes, leveraging customer feedback and best practices to enhance service quality.
  • Training and Development: Develop training materials and conduct regular training sessions for the support team, ensuring they are well-equipped to handle inquiries and maintain high-quality service.
  • Collaboration: Work closely with Project Managers, Technical Leads, and other departments to resolve issues, improve customer experience, and implement new features or updates.

Required Qualifications:

  • Experience: 5+ years of experience in customer support, with at least 2 years in a leadership role, preferably within a technology-driven environment.
  • Skills:
    • Proficiency in service desk software and CRM tools.
    • Strong understanding of ITIL practices and service management principles.
    • Excellent communication, problem-solving, and interpersonal skills.
    • Ability to manage escalations effectively and maintain composure under pressure.
  • Certifications: ITIL Foundation Certification preferred; additional customer service or management certifications (e.g., Customer Service Manager (CSM)) are advantageous.
  • Education: Bachelor’s degree in Business, Information Technology, or a related field preferred.

Preferred Qualifications:

  • Experience in customer support within a digital portal or SaaS environment.
  • Familiarity with digital service portals, multi-channel support strategies, and metrics-driven support improvements.
  • Demonstrated success in implementing process improvements and managing change within a support team.

Benefits

  • Competitive salary and benefits package.
  • Professional development opportunities, including certifications and training.
  • Collaborative and supportive work environment focused on growth and innovation.


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