Customer Support Team Lead

Job description

OVERVIEW: As a UK Customer 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. 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 across tools and systems to meet demandHost...