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- Tasks: Lead a dynamic customer service team and ensure top-notch support across all channels.
- 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!
- Why this job: Make a real impact by enhancing customer satisfaction and team performance.
- Qualifications: 2-3 years in customer support or team leadership with strong operational skills.
- Other info: Work in a vibrant London office with opportunities for professional growth.
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.
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 in London employer: Humantra
Contact Detail:
Humantra Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Team Lead in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the customer service industry and let them know you're on the hunt for a Team Lead role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer support operations. Think about how you would handle specific scenarios, especially around team oversight and process optimisation. We want you to shine when it comes to demonstrating your operational mindset!
✨Tip Number 3
Showcase your experience with customer support platforms like Gorgias or Zendesk during interviews. Be ready to discuss how you've used these tools to improve efficiency and customer satisfaction. This will highlight your hands-on expertise and make you stand out!
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Service Team Lead in London
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 our needs, so don’t be shy about showcasing your relevant achievements!
Show Off Your Communication Skills: Since this role is all about ensuring high-quality customer interactions, it’s crucial to demonstrate your written communication prowess. Use clear, concise language and a friendly tone in your application to reflect the empathetic approach we value at StudySmarter.
Highlight Your Operational Mindset: We’re looking for someone who can optimise processes and improve efficiency. In your application, mention any experience you have with customer support platforms like Gorgias or Zendesk, and share examples of how you’ve streamlined operations in the past.
Apply Through Our Website: To make sure your application gets the attention it deserves, apply directly through our website. It’s the best way for us to keep track of your application and ensure you’re considered for the Customer Service Team Lead position!
How to prepare for a job interview at Humantra
✨Know the Company Inside Out
Before your interview, make sure you research Humantra thoroughly. Understand their customer support philosophy, recent achievements, and any challenges they might be facing. This will help you tailor your answers and show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Service Team Lead, you'll need to demonstrate your ability to lead and develop a team. Prepare examples from your past experiences where you've successfully managed a team, provided feedback, or improved processes. Highlight how your leadership style aligns with Humantra's values.
✨Familiarise Yourself with Support Platforms
Since the role involves using platforms like Gorgias, Zendesk, or Intercom, brush up on your knowledge of these tools. If you have experience with them, be ready to discuss specific features you've used and how they helped improve customer support efficiency in your previous roles.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and customer empathy. Think of scenarios where you've had to handle difficult customers or operational issues. Be ready to explain your thought process and the outcomes of your actions, showcasing your ability to maintain high standards of customer care.