IT Customer Support Team Lead

We're working with an innovative Belfast software business entering an exciting new phase of growth. As their customer base expands and new AI‑powered products come to market, they're investing in their Customer Care function by creating an additional Team Lead position. Rather than managing a larger team, you'll have the opportunity to lead a focused group of around five specialists, giving you the time to coach, develop and genuinely influence performance.

The Opportunity

This is much more than a traditional support leadership role. You'll take ownership of one product area, ensuring customers receive a consistently excellent experience while partnering with another Team Lead to deliver a seamless service across the wider business. You'll be trusted to improve processes, drive operational efficiency, and help shape how Customer Care evolves over the coming years. The business is also embracing AI across its operations, so you'll have the chance to influence how automation and AI tools enhance both customer experience and team productivity.

What You'll Be Doing

• Leading, coaching and developing a high‑performing team of Customer Care Advisors
• Driving service performance through SLA achievement, ticket management and customer satisfaction
• Creating a positive, supportive culture where people can develop and perform at their best
• Managing escalated customer issues and major incidents with confidence and composure
• Working closely with engineering teams to prioritise and progress complex technical issues
• Identifying smarter ways of working through continuous improvement initiatives
• Using reporting and customer insight to make informed decisions and improve service outcomes
• Playing a key role in adopting AI‑driven solutions that improve efficiency and customer experience
• Collaborating with the wider leadership team to help shape the future direction of Customer Care

What We're Looking For

We're interested in speaking with leaders who genuinely enjoy developing people while delivering outstanding customer experiences. You'll likely bring:

• Previous experience leading or supervising a customer support or service desk team
• A background in busy helpdesk, technical support or customer operations environments
• Experience managing service performance against KPIs, SLAs and customer satisfaction measures
• Strong coaching and people development skills
• Confidence handling high-priority incidents and customer escalations
• A calm, solutions‑focused approach under pressure
• The ability to identify improvements rather than simply maintain existing processes
• Excellent communication skills with the confidence to engage across technical and non‑technical teams

Experience within fintech or another regulated technology environment would be highly advantageous, although candidates from other fast‑paced software businesses will also be considered. Exposure to AI tools, automation or process improvement initiatives would be a real bonus.

Why This Role?

This is a newly created position rather than a replacement hire, giving you the opportunity to make your mark from day one. You'll join a business that is:

• Investing heavily in new technology and AI
• Growing its product portfolio
• Building a leadership team that values collaboration over hierarchy
• Empowering managers to improve processes rather than simply maintain them
• Offering genuine flexibility around hybrid working, with office time encouraged during onboarding before moving to a pattern that suits both you and the team

Package

£40,000 base salary
Bonus scheme with strong earning potential
Total reward package worth approximately £52,000
Private healthcare
Flexible hybrid working
Long‑term career development within a growing technology business