drjobs Customer Support Lead - Software

Customer Support Lead - Software

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1 Vacancy
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Job Location drjobs

Manchester - UK

Monthly Salary drjobs

Not Disclosed

drjobs

Salary Not Disclosed

Vacancy

1 Vacancy

Job Description

Job Description

Job Title: Customer Support Team Lead
Location: Manchester (Onsite)
Job Type: Full-Time

Our SaaS client is looking for a Customer Support Team Lead to manage and enhance customer service operations. This role is pivotal in ensuring an efficient and professional support experience handling inquiries overseeing escalations and maintaining service quality.

Responsibilities:

  • Lead and support the Customer Support team ensuring high-quality service delivery
  • Act as the first point of contact for customer inquiries via Freshdesk web chat and phone
  • Oversee escalations and collaborate with resolver groups to resolve complex cases
  • Support testing of new product releases managing tickets and backlog proactively
  • Provide feedback to Product and Development teams ensuring customer needs are addressed

Requirements:

  • 35 years experience in a customer support leadership role preferably in a service desk or IT helpdesk environment
  • Strong communication skills with the ability to explain technical solutions clearly
  • Experience in technical troubleshooting including software IT and mobile-related issues
  • Excellent problem-solving skills and customer-focused mindset
  • Strong organisational skills to manage multiple priorities effectively

Desirable but not essential:

  • Familiarity with Freshdesk Freshchat Aircall Shopify and IT troubleshooting
  • Understanding of GDPR and data protection regulations
  • Experience in SaaS or IT-related customer support roles

Please apply or contact Tom at /to discuss further.

Employment Type

Full-Time

Company Industry

About Company

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