At a Glance
- Tasks: Lead a dynamic customer operations team and drive exceptional service standards 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 diverse teams and enjoy opportunities for international expansion.
- Why this job: Make a real impact in a fast-paced environment while developing your leadership skills.
- Qualifications: 5+ years in customer operations with proven leadership experience.
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 start-ups to established businesses, 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. 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.
What you’ll own:
- Lead the local support team, driving day-to-day customer support operations, and ensuring high service standards for Storman Software globally.
- Coach and manage a small team of direct reports while collaborating with Australian leadership to build scalable processes and support frameworks.
- Drive customer satisfaction and service excellence across all touchpoints, identifying systemic product improvements.
- Build and maintain strong client and partner relationships, acting as the trusted senior operational point of contact for key accounts.
- Provide advanced tier-2/tier-3 technical support to users and administrators.
- Oversee investigation and resolution workflows for complex technical queries and software issues.
- Manage customer support queues and team workload distribution, prioritising critical escalations.
- Oversee system configuration standards and customer onboarding workflows.
- Lead complex problem-solving and root-cause analysis on persistent technical issues.
- Monitor and uphold operational performance, ensuring team enquiries meet established response timeframes and benchmarks.
- Direct the enhancement of the internal technical knowledge base and lead the development of customer-facing self-help resources.
- Lead, coach, and mentor direct reports, conducting regular 1-on-1s and fostering efficient support practices.
- Coordinate pilot and regression testing in pre-release environments.
- Continuously evaluate and optimise operational processes, establishing Standard Operating Procedures (SOPs).
- Effectively engage and align with regional stakeholders and executive leadership.
- Collaborate cross-functionally to advance strategic growth initiatives.
- Champion organisational governance, compliance, and information security standards.
What you bring:
- Minimum 5+ years of customer operations or technical support experience, with 1-2 years in a team lead capacity.
- Proven experience managing small teams and coaching individuals to meet performance targets.
- Demonstrated ability to document procedures and streamline support workflows.
- Outstanding stakeholder management and communication skills.
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. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.
Team Leader - Customer Operations employer: Global Payments
Global Payments is an exceptional employer, offering a vibrant work culture that fosters innovation and collaboration among its diverse global teams. Employees benefit from dynamic growth opportunities, competitive compensation, and the chance to shape the future of payments technology while working in a supportive environment that values inclusivity and excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Team Leader - Customer Operations
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Global Payments. 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 Payments 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
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 Payments:Your cover letter is your chance to shine! Tell us why you want to work at Global Payments 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 Payments!
How to prepare for a job interview at Global Payments
✨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.
