At a Glance
- Tasks: Lead a dynamic customer support team and ensure top-notch service for hospitality operators.
- Company: Join SevenRooms, a leading platform in the hospitality industry, now part of DoorDash.
- Benefits: Competitive salary, growth opportunities, and a collaborative work environment.
- Other info: Be part of a fast-paced, innovative company with a mission to empower local businesses.
- Why this job: Make a real impact by enhancing customer experiences and supporting a passionate team.
- Qualifications: 3+ years in technical customer support, strong coaching skills, and a passion for service.
The predicted salary is between 35000 - 45000 £ per year.
About the Team
The Customer Support Team at SevenRooms partners directly with hospitality operators around the world to deliver best-in-class customer support. Whether it's troubleshooting an issue, explaining how a feature works, or helping clients get the most out of our platform, we’re here to ensure they succeed.
Shifts: Full-Time
About the Role
The Team Lead, Customer Support leads our UK-based support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. This role oversees day-to-day team operations, supports the growth and development of our support representatives, and helps maintain the high standard of service our customers rely on.
You’re excited about this opportunity because you will…
- Act as a Player-Coach. Step in to directly support customers when needed while ensuring the support team has the knowledge and resources to successfully resolve issues.
- Support the Team. Guide and support a team of customer support representatives, fostering a positive, collaborative, and high-performing environment.
- Coach for Performance. Monitor key metrics, provide regular feedback, and deliver coaching to help team members grow and succeed.
- Drive Team Productivity. Enhance efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating impactful training.
- Collaborate Across Teams. Partner with Customer Success, Product, and other teams to share insights and improve the overall customer experience.
We’re excited about you because…
- You have 3+ years of Technical Customer Support Experience, with SaaS experience as a plus.
- You know how to inspire, coach, and develop a high-performing remote team.
- You care deeply about delivering an outstanding customer experience every time.
- You’re a clear and confident communicator, both in writing and in person.
- You’re a strong problem solver who can handle complex and escalated issues with ease.
- You’re comfortable using support tools and systems like CRMs, help desk platforms, and analytics dashboards.
Team Lead, Customer Support - In-Store - UK in London employer: SevenRooms
At SevenRooms, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our London-based Technical Support Representatives enjoy comprehensive training, opportunities for professional growth, and the chance to make a real impact in the hospitality industry. With a commitment to employee well-being and a supportive team environment, we ensure that our staff are equipped to deliver outstanding customer service while thriving in their careers.
StudySmarter Expert Advice🤫
We think this is how you could land Team Lead, Customer Support - In-Store - UK in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SevenRooms. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SevenRooms before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Team Lead, Customer Support - In-Store - UK in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SevenRooms:Your cover letter is your chance to shine! Tell us why you want to work at SevenRooms specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SevenRooms!
How to prepare for a job interview at SevenRooms
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
