At a Glance
- Tasks: Lead and develop a high-performing customer support team across the UK and Ireland.
- Company: Exciting and rapidly growing SaaS business with a focus on exceptional customer experiences.
- Benefits: Competitive salary, hybrid work, and opportunities for professional growth.
- Other info: Dynamic role with opportunities for continuous improvement and career advancement.
- Why this job: Shape support strategy and make a real impact on customer satisfaction.
- Qualifications: Proven experience in leading customer support teams and strong people management skills.
The predicted salary is between 50000 - 60000 £ per year.
We're working with an exciting and rapidly growing SaaS business looking to hire a Support Team Lead to take ownership of their customer support function across the UK and Ireland. This is a fantastic opportunity for an experienced support leader / team manager who enjoys building high-performing teams, driving operational excellence, and creating exceptional customer experiences. You'll play a key role in shaping support strategy, improving performance, and ensuring customers receive a best-in-class service across every interaction.
You'll inherit a talented team and be given the autonomy to influence processes, develop people, and implement improvements that have a direct impact on customer satisfaction and business success.
The Opportunity
You will lead the UK & Ireland support operation, balancing people leadership, service delivery, workforce planning, and continuous improvement. You'll be happy to travel to Ireland and work with the team there. You will be responsible for ensuring service levels are achieved across multiple support channels while creating an engaged, accountable, and customer-focused team culture. This role will suit someone who enjoys combining hands-on leadership with operational management and who is passionate about developing people and driving measurable improvements.
What You’ll Be Doing
- Leadership & Team Development
- Lead, coach and develop a high-performing support team across the UK & Ireland
- Run regular team huddles, 1:1s, and performance conversations
- Create a culture of accountability, collaboration and continuous learning
- Drive engagement, recognition and team development initiatives
- Act as a key communication link between local teams and global leadership
- Support Operations & Workforce Planning
- Own workforce planning and resource management across support channels
- Ensure appropriate coverage and service delivery standards are maintained
- Monitor ticket volumes, queue management and SLA performance
- Drive operational efficiency and optimise cost-to-serve metrics
- Use data and reporting to identify trends, risks and improvement opportunities
- Customer Support & Escalation Management
- Ensure customers receive a consistently high-quality support experience across phone, email and chat
- Support the team with complex customer issues and escalations
- Maintain strong product knowledge and promote knowledge sharing across the team
- Drive quality standards and communication best practice
- Continuous Improvement & Knowledge Management
- Lead initiatives focused on improving customer outcomes and operational performance
- Drive improvements in first-contact resolution and ticket reduction
- Own and enhance knowledge management processes and documentation
- Partner with Product, Training and Onboarding teams to identify opportunities for improvement
- Implement scalable processes that support future growth
- Stakeholder Management
- Build strong relationships across multiple business functions
- Collaborate closely with Product, Training, Onboarding and global support leadership teams
- Support cross-functional initiatives and projects
- Help foster a positive and connected team culture across multiple locations
What We’re Looking For
- Proven experience leading customer support or service teams
- Strong people management and coaching capability
- Experience managing SLAs, service performance and operational KPIs
- Excellent workforce planning and resource management skills
- Data-driven approach with the ability to turn insight into action
- Strong stakeholder management and communication skills
- Experience working within a SaaS, technology or customer-centric environment would be highly advantageous
- Passion for delivering exceptional customer experiences
Success In The Role Will Be Measured By
- SLA achievement and service performance
- Customer satisfaction and NPS results
- Ticket resolution times and backlog reduction
- Team engagement, development and retention
- Operational efficiency and productivity improvements
- Quality and effectiveness of knowledge management
- Delivery of continuous improvement initiatives
Sphere is an equal opportunities employer. We encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law. If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let us know.
Team Lead / Manager, Customer Support - UK & Ireland in London employer: Sphere Digital Recruitment
Join a dynamic and rapidly growing SaaS business in London, where you will lead a talented customer support team across the UK and Ireland. With a strong focus on employee development, operational excellence, and a culture of collaboration, this role offers the opportunity to shape support strategy and drive meaningful improvements that enhance customer satisfaction. Enjoy a hybrid work environment, competitive salary, and the chance to make a significant impact in a supportive and innovative workplace.
Contact Details:
Sphere Digital Recruitment Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Team Lead / Manager, Customer Support - UK & Ireland in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sphere Digital Recruitment. 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 Sphere Digital Recruitment 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 / Manager, Customer Support - UK & Ireland 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 Sphere Digital Recruitment:Your cover letter is your chance to shine! Tell us why you want to work at Sphere Digital Recruitment 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 Sphere Digital Recruitment!
How to prepare for a job interview at Sphere Digital Recruitment
✨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.
