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- Tasks: Lead a dynamic support team and resolve customer issues with Salesforce solutions.
- Company: Join Arlanis Reply, a leader in innovative Salesforce implementations.
- Benefits: Competitive salary, diverse workplace, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing client satisfaction and driving team success.
- Qualifications: Bachelor’s degree in IT, Salesforce experience, and strong leadership skills.
- Other info: Embrace diversity and enjoy a supportive work environment.
The predicted salary is between 36000 - 60000 £ per year.
Arlanis Reply is the Reply Group company specializing in Salesforce implementations. Our experience extends not just to the delivery of a single instance of Core Salesforce, but to complex environments which span the entire Salesforce Sprintstack (Sales Cloud, Service Cloud, Experience Cloud, Pardot, Marketing Cloud, Commerce, TAB CRM and Mulesoft). Our proposition is much more than that of just a systems integrator. The implementation and design of elegant systems should be considered a minimum standard. We like to think we offer value over and above, working help define strategies that will deliver upon their key objectives thus informing the right design decisions to be made, enabling sustainable growth and demonstrable ROI on their technology investment. Our goal is to enable not to embed.
As a Support Team Lead you will be responsible for managing the Support Team ensuring all cases are resolved within SLAs. You will be ready to support the team in resolving any issues and solving problems, and where needed take on cases. You will be a key contact for clients holding weekly/monthly meetings to ensure client satisfaction with the service.
Responsibilities
- Lead and manage a team of Support Consultants, serving as the primary point of contact for the support team.
- Provide technical support and guidance to resolve customer issues, including handling complex cases and escalations.
- Organise team shift patterns and manage on-call support coverage to ensure continuous support availability.
- Collaborate with other teams, such as development and implementation, to address customer issues promptly and effectively.
- Monitor and track team performance and customer satisfaction metrics, ensuring high service standards.
- Conduct regular team meetings, providing coaching, feedback, and performance updates to team members.
- Deliver regular reports and updates to management and clients on team performance, case metrics, and customer satisfaction.
- Advise clients on quarterly releases, enforced updates, and hold regular catch‑up meetings to maintain strong client relationships and ensure best practices in customer support.
About the Candidate
- Bachelor’s degree in computer science, information technology, or a related field.
- Extensive experience with Salesforce administration and support.
- Strong leadership and team management skills.
- Excellent communication and interpersonal abilities.
- Ability to work well under pressure in a fast‑paced environment.
- Salesforce certification(s) (e.g., Salesforce Administrator, Advanced Administrator) preferred.
- Knowledge of integration platforms (e.g., Mulesoft) and experience in the automotive sector are desirable.
Reply is an Equal Opportunities Employer and committed to embracing diversity in the workplace. We provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type regardless of age, sexual orientation, gender, identity, pregnancy, religion, nationality, ethnic origin, disability, medical history, skin colour, marital status or parental status or any other characteristic protected by the Law. Reply is committed to making sure that our selection methods are fair to everyone. To help you during the recruitment process, please let us know of any Reasonable Adjustments you may need.
Support Team Lead in London employer: Reply
Contact Detail:
Reply Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Team Lead in London
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or even in person. Let them know you're on the lookout for a Support Team Lead role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to team management and customer support. We recommend doing mock interviews with friends or using online platforms to get comfortable with your responses.
✨Tip Number 3
Showcase your expertise! When you get the chance, share your knowledge about Salesforce and how you've tackled complex cases in the past. This will demonstrate your value and make you stand out as a candidate.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to connect directly with us.
We think you need these skills to ace Support Team Lead in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Support Team Lead role. Highlight your experience with Salesforce and any leadership roles you've had. We want to see how you can bring value to our team!
Showcase Your Skills: Don’t just list your qualifications; demonstrate how your skills align with the job description. Talk about your problem-solving abilities and how you've successfully managed teams in the past. We love seeing real examples!
Be Clear and Concise: Keep your application straightforward and to the point. Use clear language and avoid jargon unless it’s relevant to the role. We appreciate a well-structured application that’s easy to read!
Apply Through Our Website: We encourage you 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’s super easy to do!
How to prepare for a job interview at Reply
✨Know Your Salesforce Inside Out
Make sure you brush up on your Salesforce knowledge, especially the specific products mentioned in the job description like Sales Cloud and Service Cloud. Be prepared to discuss how you've used these tools in past roles and how they can be leveraged to improve client satisfaction.
✨Showcase Your Leadership Skills
As a Support Team Lead, you'll need to demonstrate strong leadership abilities. Think of examples from your previous experience where you've successfully managed a team or resolved conflicts. Highlight your coaching style and how you motivate your team to meet SLAs.
✨Prepare for Client Interaction Scenarios
Since you'll be holding regular meetings with clients, practice how you would handle various scenarios. Prepare to discuss how you would approach difficult conversations or manage client expectations, ensuring you convey your commitment to customer satisfaction.
✨Metrics Matter
Be ready to talk about how you've monitored team performance and customer satisfaction in the past. Bring examples of metrics you've tracked and how you've used that data to drive improvements. This will show your analytical side and your focus on delivering results.