Customer Support Team Lead
About the Role
You will oversee daily L1 support operations, ensuring full coverage across channels and smooth workload coordination. You will manage scheduling and prioritisation, run regular one-on-ones, and provide clear feedback to develop team members. You will monitor ticket queues and support metrics to meet SLAs, identify operational trends, and recommend improvements to tools, processes, and documentation. You will hire and onboard new team members, ensure customer interactions are clear and empathetic, and surface recurring issues to other internal teams.
Requirements
- Experience leading or coaching customer support teams in SaaS, fintech, or operations
- Strong organisational skills and attention to detail
- Clear and empathetic communication skills
- Proactive and structured decision making
- Experience developing and coaching team members
- Familiarity with support workflows, SLAs, and ticketing best practices
- Comfortable using Plain, Linear, Notion, Slack, and Excel
Responsibilities
- Lead daily L1 support operations
- Manage scheduling and prioritisation
- Conduct weekly one-on-ones and support review cycles
- Set goals and track team performance
- Hire and onboard new support team members
- Monitor ticket queues and team inboxes to ensure SLA compliance
- Identify operational trends and recommend process and tooling improvements
- Ensure customer interactions meet standards of quality, clarity, and empathy
- Share recurring customer issues with internal teams
Benefits
- Remote or hybrid working
- 25 days paid holiday plus bank holidays
- One additional day of annual leave each year, up to 30 total days
- Birthday off
- Mental health resources and professional coaching
- Family-friendly policies
- Fitness and wellness budget
- MacBook Pro provided
- $200 home office setup budget
- Training and development budget
- Additional benefits depending on location