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, career 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 40000 - 50000 £ per year.
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.
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 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.
