Team Lead – Customer Support (Hybrid | Southampton)
Join a High-Impact Team Delivering Exceptional Technical Support
Our client is looking for a proactive and results-oriented
Team Lead
to guide their
Customer Support team
in delivering world-class service. In this role, you'll lead a small team of Customer Support Analysts, ensuring smooth operations.
This is a hybrid role based in their
Southampton office
(3 days in-office, 2 days remote). As part of their commitment to 24/7 support, you'll also take part in
rotational weekend divert cover
, helping maintain service continuity outside standard hours. This responsibility is scheduled in advance and shared within the leadership team, ensuring a balance between professional and personal commitments.
Key Responsibilities
- Lead and support the Customer Support team, fostering a high-performance environment and enabling team members to meet defined standards.
- Provide training, onboarding, and ongoing coaching for new hires and existing staff.
- Handle call escalations, ensuring swift resolution and customer satisfaction.
- Monitor SLA and KPI adherence, produce regular performance reports, and drive accountability and results.
- Improve documentation, processes, and workflows across Microsoft tools and internal systems.
- Stay up to date with company policies, regulatory requirements, and industry best practices.
- Coordinate and prioritize tasks effectively, managing resources to meet team and organizational goals.
- Champion a culture of continuous improvement through feedback, metrics tracking, and professional development.
What We're Looking For
- Demonstrated experience in a technical support leadership role, ideally within the POS or IT sector.
- Proven ability to manage SLA/KPIs and familiarity with OKR frameworks.
- Experience in team development, including performance reviews and career growth.
- Strong communication, people management, and problem-solving skills.
- Ability to drive process improvements and adapt to evolving business needs.
- Knowledge of POS systems and software deployment is a strong advantage.
Key Competencies
- Building Effective Teams
- Driving Accountability
- Communicating with Impact
- Planning & Prioritization
- Optimizing Workflows
- Demonstrating Resourcefulness
If you are interested in this role please get in touch with Sabrina King on !