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- Tasks: Lead and optimise customer support operations for a dynamic team.
- Company: Join Humantra, a fast-growing company focused on exceptional customer experiences.
- Benefits: Enjoy premium healthcare, wellness perks, and a day off for your birthday!
- Other info: Work in a vibrant London office with opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer satisfaction and team performance.
- Qualifications: 2-3 years in customer support or service leadership with strong operational skills.
The predicted salary is between 35000 - 45000 £ per year.
We are looking for a Customer Service Team Lead to oversee the day-to-day operations of Humantra’s customer support function. This role is responsible for ensuring consistently high-quality customer support across all channels, maintaining the systems and processes that power our CX operations, and supporting the performance of our external support team. You will act as the operational backbone of our support team, ensuring customers receive fast, empathetic and on-brand responses while continuously improving efficiency, quality and processes.
Job Description
- Customer Support Operations: Oversee day-to-day customer support operations across all support channels, ensuring tickets are prioritised, routed and resolved efficiently. Maintain a high standard of customer care across all interactions, including email, social media channels and public review platforms such as Trustpilot. Act as the first point of contact for operational issues and escalations, resolving the majority of customer issues directly.
- Support Team Oversight & Development: Provide ongoing feedback to support agents so they operate as a true extension of the Humantra team. Monitor support quality and performance through QA frameworks, performance metrics and feedback loops.
- Customer Support Systems & Process Optimisation: Own the operational setup of the Gorgias support platform, including ticket routing, macros, automation, tagging structures and inbox workflows. Identify opportunities to streamline support processes and improve operational efficiency.
- Customer Experience & Continuous Improvement: Own and monitor key customer support KPIs including agent QA scores, messages and tickets per hour, CSAT and one-touch %. Identify recurring customer issues or operational failures and propose improvements to prevent them in the future.
Skills & Characteristics needed:
- 2–3+ years experience in customer support, CX operations or service team leadership
- Experience working with or managing outsourced customer support teams
- Experience using customer support platforms such as Gorgias, Zendesk or Intercom
- Strong operational mindset with excellent attention to detail
- Excellent written communication and strong customer empathy
- Comfortable working with performance metrics and operational data
- Highly organised with strong ownership and initiative
- Comfortable working in a fast-paced, high-growth environment
Benefits:
- On-site working (London, UK)
- Opportunities for professional growth as the company expands
- Premium Private Healthcare Insurance
- Monthly wellness perk (gym, supplements, etc.)
- Your birthday off - a day to celebrate you!
- 1 Week 'Work from Anywhere' per year
Customer Service Team Lead employer: Humantra
Contact Detail:
Humantra Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Humantra on LinkedIn. A friendly chat can give us insider info about the company culture and maybe even a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to customer service leadership. We should be ready to share our experiences with managing teams and improving processes, as that’s what they’re looking for!
✨Tip Number 3
Show off our skills! If we’ve used platforms like Gorgias or Zendesk, let’s be sure to highlight that in conversations. It’ll show we’re already familiar with the tools they use.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure our application gets seen by the right people. Plus, it shows we’re genuinely interested in joining the team!
We think you need these skills to ace Customer Service Team Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer support and team leadership. We want to see how your skills align with the role of Customer Service Team Lead, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills: Since this role requires excellent written communication, ensure your application is clear, concise, and free of errors. Use a friendly tone that reflects your empathy for customers, as this will resonate well with us at StudySmarter.
Highlight Your Operational Mindset: We’re looking for someone with a strong operational mindset, so be sure to mention any experience you have with customer support platforms like Gorgias or Zendesk. Share examples of how you've improved processes or efficiency in previous roles.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re keen on joining the StudySmarter team!
How to prepare for a job interview at Humantra
✨Know the Role Inside Out
Before your interview, make sure you thoroughly understand the responsibilities of a Customer Service Team Lead. Familiarise yourself with Humantra’s customer support operations and think about how your experience aligns with their needs. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a potential team lead, it’s crucial to demonstrate your leadership abilities. Prepare examples from your past experiences where you’ve successfully managed a team or improved processes. Highlight how you provided feedback and supported your team members, as this will resonate well with the interviewers.
✨Be Data-Driven
Since the role involves monitoring performance metrics and KPIs, come prepared to discuss how you've used data to drive improvements in customer support. Share specific examples of how you’ve identified issues and implemented solutions based on operational data, which will showcase your analytical skills.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and customer empathy. Think of situations where you had to handle escalated issues or improve customer satisfaction. Practising these scenarios will help you articulate your thought process and demonstrate your ability to maintain high standards in customer care.