At a Glance
- Tasks: Lead a dynamic customer operations team and drive service excellence globally.
- Company: Join a leading global payments company shaping the future of commerce.
- Benefits: Competitive salary, career growth, and a vibrant, inclusive work culture.
- Other info: Collaborate with global teams and enjoy opportunities that transcend borders.
- Why this job: Make a real impact in a fast-paced environment while expanding your skills.
- Qualifications: 5+ years in customer operations with leadership experience in a SaaS environment.
The predicted salary is between 63000 - 77000 £ per year.
Ready to take your career global?
Make your mark at one of the biggest names in payments. We’re looking for a
Customer Operations Team Leader to join our ever evolving team and help shape the future of global commerce.
About the team
From the start-ups to the been-there-done-that's, our commerce platform connects millions of businesses with their customers.
Our cloud-native, easy-to-integrate solutions make scaling seamless.
We help businesses build long-term solutions for their customers.
Systems that are easier to integrate and future-ready.
End-to-end solutions for top-to-bottom commerce.
Operating as a specialised division within Global Payments, Storman is the market leader in self-storage management software across Australia, New Zealand, and expanding global markets.
By pairing deep industry expertise with the power of Global Payments' global commerce infrastructure, our mission is to deliver seamless, future-ready software and services that enable storage facilities of all sizes to succeed.
What you’ll own
Reporting to the Customer Operations Manager (based in Australia), the Country Operations Lead is responsible for leading the local support team, driving day-to-day customer support operations, and ensuring high service standards for Storman Software globally.
Acting as the local operational leader, this role will coach and manage a small team of direct reports while collaborating with Australian leadership to build scalable processes, standard operating procedures, and support frameworks that prepare Storman for further expansion into the UK and European markets.
- Drive customer satisfaction and service excellence across all touchpoints, identifying systemic product improvements to elevate the customer experience globally.
- Build and maintain strong client and partner relationships, acting as the trusted senior operational point of contact and escalation owner for key accounts.
- Provide advanced tier-2/tier-3 technical support to users and administrators across phone, case management, instant chat, and web conferencing—analysing log files and delivering expert resolution guidance.
- Oversee methodical investigation and resolution workflows for complex technical queries and software issues reported by customers and partners.
- Manage customer support queues and team workload distribution, prioritizing critical escalations and coordinating cross-functionally with development, product, and Customer Support Specialists.
- Oversee system configuration standards and customer onboarding workflows, ensuring best-practice deployment and user adoption.
- Lead complex problem-solving and root-cause analysis on persistent technical issues, establishing troubleshooting standards to drive team-wide first-contact resolution rates.
- Monitor and uphold operational performance, ensuring team enquiries meet established response timeframes, Customer Satisfaction (CSAT) benchmarks, and Service Level Agreements (SLAs).
- Direct the enhancement of the internal technical knowledge base and lead the development of customer-facing self-help resources to support international user self-service.
- Lead, coach, and mentor direct reports, conducting regular 1-on-1s, driving capability development, and fostering efficient, collaborative support practices.
- Coordinate pilot and regression testing in pre-release environments to verify application behaviour, collaborating with product teams on release readiness and local deployment.
- Continuously evaluate and optimize operational processes, establishing Standard Operating Procedures (SOPs) that scale seamlessly across UK and European time zones.
- Effectively engage and align with regional stakeholders, executive leadership, users, and third-party vendors to resolve complex system issues and align operational priorities with the Australian-based Operations Manager.
- Collaborate cross-functionally to advance strategic growth initiatives, leading operational project deliverables while supporting broader team objectives; and
- Champion organizational governance, compliance, and information security standards, ensuring regional operations strictly align with company policies and local regulatory requirements.
- Other duties as reasonably requested by Storman.
What you bring
- Minimum 5+ years of customer operations or technical support experience, with 1-2 years in a team lead, supervisory, or senior mentor capacity within a Saa S or software-centric environment.
- Leadership Skills - Proven experience managing small teams, monitoring queue performance, and coaching individuals to meet performance targets.
- Operational Readiness - Demonstrated ability to document procedures, streamline support workflows, and assist in scaling operations across multiple time zones or regions (experience with UK/Europe markets is highly regarded).
Problem-Solving & Communication - Outstanding stakeholder management and communication skills, with the ability to coordinate across cross-functional, remote teams (specifically aligned with Australian-based leadership).
Our inclusive and global teams win together every day.
We’re proud to have the best minds in the industry, who you can learn from as you grow your career.
The people, the energy, the connections – it’s unmatched.
Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.
What makes a Globalpayer?
Globalpayers think like a client, act like an owner and win as one team.
We’re curious and innovative – always finding better ways to deliver impact.
We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.
Does this sound like you? Then you sound like a Globalpayer. Apply now to take your career global.
#LI-BH1
Team Leader - Customer Operations in London employer: Global Payment Holding Company
Global Payments is an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration among its diverse teams. With comprehensive training provided at our Stockport hub, employees are equipped to excel in their roles while enjoying the benefits of uncapped commission and opportunities for career growth. Join us to be part of a forward-thinking company that values your contributions and empowers you to make a significant impact in the payments technology landscape.
Contact Details:
Global Payment Holding Company Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Customer Operations in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Global Payment Holding Company. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Global Payment Holding Company before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Leader - Customer Operations in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Global Payment Holding Company:Your cover letter is your chance to shine! Tell us why you want to work at Global Payment Holding Company specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Global Payment Holding Company!
How to prepare for a job interview at Global Payment Holding Company
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
