Customer Support Team Lead - FTC

Job description

OVERVIEW: As a UK Customer Support Senior Team Lead , you’ll play a pivotal role in shaping the day‑to‑day experience of both our customers and our support agents. You’ll lead from the front - coaching, mentoring, resolving escalations, and ensuring our teams consistently deliver outstanding service. You’ll be a trusted people manager who protects and champions our culture and values, keeps teams engaged and motivated, and drives performance through best‑practice operations and data‑led decision making. Operating with a high level of autonomy, you’ll make confident decisions while knowing when to collaborate with your manager for guidance. This is a 12-month FTC: WHAT YOU'LL BE DOING: - Leading and developing a team of 5–10 Customer Support Agents , creating individual development plans and managing performance - Acting as the first point of escalation for complex customer issues, complaints, and agent support needs - Driving performance against KPIs through real‑time coaching, feedback, and training - Managing attendance, scheduling, overtime, holidays, and shift adjustments in line with policy and legislation - Delivering expert real‑time queue management , distributing agents ac...