SaaS Customer Support Team Leader

Central Employment are working with a leading and specialist Tech/SaaS provider based in Tyne & Wear, as they look to appoint a SaaS Customer Support Team Leader.

SaaS Customer Support Team Leader profile:

Lead a dedicated team of Implementation Execs, supporting them day-to-day while also delivering regular training and support to a range of UK customers.

You’ll help shape and refine operational processes, design and deliver bespoke training and support sessions to customers and internal colleagues.

Responsibilities:

• Coach and support team members—both informally and through structured sessions.
• Manage and allocate workloads.
• Create and present performance reports.
• Collaborate with Renewals Team to support customer retention.
• Helping onboard new team members and deliver parts of our company-wide induction programme.

Experience:

• Excellent interpersonal skills and a strong team player.
• Operated in a Tech or Software sector
• Strong Microsoft Office skills, including Excel.
• Assertive, consistently leading by example.
• Flexible to the needs of the business.
• Highly organised and process driven.
• 3+ years of recent experience in support and/or training role.
• 3+ years of recent team leadership experience