Customer Service Team Lead

Role Overview

We are looking for a Customer Service Team Lead to oversee the day-to-day operations of [Employer hidden]’s customer support function.

This role is responsible for ensuring consistently high-quality customer support across all channels, maintaining the systems and processes that power our CX operations, and supporting the performance of our external support team. You will act as the operational backbone of our support team, ensuring customers receive fast, empathetic and on-brand responses while continuously improving efficiency, quality and processes.

This role will lead [Employer hidden]’s customer support function while working closely with an external support team and their account manager to ensure consistent service quality across all channels.

Job Description

Customer Support Operations

• Oversee day-to-day customer support operations across all support channels, ensuring tickets are prioritised, routed and resolved efficiently.
• Maintain a high standard of customer care across all interactions, including email, social media channels and public review platforms such as Trustpilot.
• Act as the first point of contact for operational issues and escalations, resolving the majority of customer issues directly.

Support Team Oversight & Development

• Provide ongoing feedback to support agents so they operate as a true extension of the [Employer hidden] team.
• Monitor support quality and performance through QA frameworks, performance metrics and feedback loops.

Customer Support Systems & Process Optimisation

• Own the operational setup of the Gorgias support platform, including ticket routing, macros, automation, tagging structures and inbox workflows.
• Identify opportunities to streamline support processes and improve operational efficiency.

Customer Experience & Continuous Improvement

• Own and monitor key customer support KPIs including agent QA scores, messages and tickets per hour, CSAT and one-touch %.
• Identify recurring customer issues or operational failures and propose improvements to prevent them in the future.

Skills & Characteristics needed

- 2–3+ years experience in customer support, CX operations or service team leadership

- Experience working with or managing outsourced customer support teams

- Experience using customer support platforms such as Gorgias, Zendesk or Intercom

- Strong operational mindset with excellent attention to detail

- Excellent written communication and strong customer empathy

- Comfortable working with performance metrics and operational data

- Highly organised with strong ownership and initiative

- Comfortable working in a fast-paced, high-growth environment

Benefits

On-site working (London, UK)

Opportunities for professional growth as the company expands

Premium Private Healthcare Insurance

Monthly wellness perk (gym, supplements, etc.)

Your birthday off - a day to celebrate you!

1 Week 'Work from Anywhere' per year