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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 telephone
- 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:
- 3-5 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, such as software, IT, or 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 (url removed) / (phone number removed) to discuss further.
ECS Resource Group are an Equal Opportunity Employer, for more information please click the following link: (url removed) In accordance with the Equality Act 2010, if you require an alternative form of application please click the following link: Flexible Application Process - (url removed)/work/flexible-application-process
