At a Glance
- Tasks: Lead a team to optimise customer support operations and enhance workflows.
- Company: Join Giraffe360, a fast-growing tech company revolutionising real estate content creation.
- Benefits: Competitive salary, hybrid working, generous leave, and health insurance.
- Other info: Dynamic scale-up environment with opportunities for personal and professional growth.
- Why this job: Make a real impact in a mission-critical role while nurturing a supportive team environment.
- Qualifications: Experience in support operations and proficiency in Salesforce, Intercom, and Jira.
The predicted salary is between 40000 - 45000 £ per year.
Giraffe360 is looking for an operational-minded Customer Support Team Leader for a 12-month maternity cover contract. This is a mission-critical, high-impact role: you are stepping into a defined period to engineer our support operations, stabilize our workflows, and leave behind a high-functioning support engine.
Reporting to the VP of Customer Services, you will lead a team of 5-8 frontline agents, using your technical expertise to turn our support function into a proactive, data-driven machine.
What you’ll be doing
- Operational Rigor: Maintaining real-time oversight of queue volumes and ensuring strict SLA compliance through Salesforce and Intercom.
- Workforce Optimization: Designing shift patterns, routing logic, and resource planning to maximize operational efficiency and response times.
- Team Well-being: Proactively managing team capacity and workload so the team can perform sustainably.
- Process Engineering: Utilizing data to identify bottlenecks and building or optimizing automated workflows within Jira and Salesforce.
About you
You are a data-fluent leader who views support as a system to be optimized and a community to be nurtured. You are the ideal candidate if you possess:
- An Operational Engineer Mindset: You don’t just report on metrics; you use them to drive structural efficiency and build sustainable processes.
- People-Centred Leadership: You lead with empathy, recognise the human side of performance and foster an environment where people feel supported, accountable and able to succeed.
- Technical Fluency: Expert proficiency in the configuration and administration of Salesforce, Intercom, and Jira.
- Action-Oriented Legacy Builder: You thrive in roles with a clear, mission-critical scope. You are motivated by the challenge of stepping into a high-impact window, rapidly optimizing systems, and delivering a tangible legacy of operational efficiency.
What would make you stand out
- Experience scaling support operations or building support processes from the ground up.
- Hands-on experience with advanced automation or sophisticated routing logic in Intercom or Salesforce.
- Previous experience in hardware/software or subscription-based tech-led B2B support environments.
- Proven success in managing and stabilizing teams through high-pressure or high-volume growth periods.
What we offer
- Salary: £40,000-£45,000, depending on experience, plus bonus
- Working hours: Monday to Friday, 09:00AM - 18:00PM
- Hybrid working — 2 days per week in our Ancoats city-centre office, currently Mondays and Thursdays
- 25 days annual leave plus bank holidays
- A paid day off for your birthday
- Enhanced parental leave and pay
- Company-paid private health insurance
- Matched 5% pension scheme with salary sacrifice option
- Regular team socials and events
About Giraffe360
Giraffe360 is a breakthrough camera technology transforming how real estate content is created. Our all-in-one device combines high-accuracy LiDAR and SLR photography to produce stunning visuals and precise floor plans — at the push of a button. Recognised as one of Europe’s Top 100 PropTech solutions, we support real estate agencies in 30+ countries, have raised £30M+ in venture funding, and employ 250+ people across four global hubs. We’re a scale-up business, which means things move quickly. We’re looking for people who are practical, adaptable and excited by the opportunity to help shape how we work as we grow.
Ready to join a fast-growing company where your impact truly matters? Apply now and let’s grow together.
Customer Support Team Lead (Maternity Cover - 12 Month FTC) in Bolton employer: Giraffe360
Giraffe360 is an exceptional employer that prioritises both operational excellence and employee well-being, making it an ideal place for those looking to make a meaningful impact. With a strong focus on professional growth, the company offers a supportive work culture, hybrid working arrangements, and generous benefits including enhanced parental leave and private health insurance. Join us in our vibrant Ancoats city-centre office, where you can thrive in a fast-paced environment while contributing to innovative technology that transforms the real estate industry.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Team Lead (Maternity Cover - 12 Month FTC) in Bolton
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Giraffe360.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Giraffe360. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Support Team Lead (Maternity Cover - 12 Month FTC) in Bolton
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Giraffe360.
How to prepare for a job interview at Giraffe360
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Giraffe360's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Giraffe360 offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
