Team Lead, Customer Support

At PDI Technologies, we empower some of the world's leading convenience retail and petroleum brands with cutting-edge technology solutions that drive growth and operational efficiency. By “Connecting Convenience” across the globe, we empower businesses to increase productivity, make more informed decisions, and engage faster with customers through loyalty programs, shopper insights, and unmatched real-time market intelligence via mobile applications, such as GasBuddy. We’re a global team committed to excellence, collaboration, and driving real impact. Explore our opportunities and become part of a company that values diversity, integrity, and growth.

Role Overview

We are seeking a dedicated and results-driven Team Lead for our Customer Support team. The successful candidate will manage a small team of Customer Support Analysts. The Customer Support team helps customers resolve issues with hardware or software. Responds to user inquiries, troubleshoots and diagnoses problems, and identifies solutions with PDI equipment and applications. They will help with call escalation and train new hires and be responsible for adhering to metrics and SLAs, reporting on SLAs and ensuring accountability and results. This role is based in the Southampton office and based on hybrid working (3 days in office/2 days working from home).

As part of our commitment to providing consistent and high-quality support to our customers, the Team Lead will be expected to participate in weekend divert cover on a rotational basis. This involves overseeing operations outside of standard business hours, ensuring any urgent matters are effectively triaged and actioned, and maintaining a seamless level of service during weekend periods. This responsibility is shared across the leadership team and scheduled in advance to support work-life balance while upholding our service obligations. Flexibility, proactive communication, and a strong sense of ownership are essential to succeeding in this aspect of the role.

Key Responsibilities

• Manage a team so that team members are supported and enabled to deliver their roles according to expected standards.
• Produce, update, and provide best practice support on complex Microsoft documents, databases, and other departmental systems.
• Develop knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct.
• Organize own work schedule in order to get the job done, coordinating with support services and assigning short-term tasks to others if necessary.
• Maintain an understanding of relevant technology, and industry best practices through ongoing education.
• Plans and prioritizes work to meet commitments aligned with organizational goals.
• Tracks team metrics and milestones, redirecting effort, as necessary, for continued progress.

Qualifications

• Proven experience in a technical support team lead role, preferably within the POS or IT industry.
• Familiarity with SLA/KPI management and OKR frameworks.
• Experience in conducting performance reviews and managing team growth.
• Ability to drive process improvement and adapt to evolving business needs.
• Knowledge of POS systems and software deployment processes is advantageous.
• Strong team management skills.
• Excellent communication and interpersonal abilities.

Behavioral Competencies

• Build effective teams.
• Ensure Accountability.
• Communicates Effectively.
• Resourcefulness.
• Optimizes Work Processes.
• Plans & Aligns.

PDI is committed to offering a well-rounded benefits program, designed to support and care for you, and your family throughout your life and career. This includes a competitive salary, market-competitive benefits, and a quarterly perks program. We encourage a good work-life balance with ample time off and, where appropriate, hybrid working arrangements. Employees have access to continuous learning, professional certifications, and leadership development opportunities. Our global culture fosters diversity, inclusion, and values authenticity, trust, curiosity, and diversity of thought, ensuring a supportive environment for all.