Customer Service Team Leader

Responsibilities

• Team Management: Line manage the Customer Support Advisors, providing daily guidance, conducting performance reviews, and identifying development opportunities.
• Helpdesk Oversight: Oversee all first-line support activities, ensuring ticket queues are managed effectively and SLAs are consistently met.
• Freshdesk Administration: Act as a key administrator for Freshdesk, creating automation rules, managing ticket templates, and optimising workflows to reduce manual overhead.
• KPI Management: Track, analyse, and report on team performance metrics (e.g., response times, resolution rates, and CSAT scores) to ensure high service standards.
• Process Improvement: Continuously review and streamline support processes to improve the customer experience and internal team efficiency.
• Escalation Support: Investigate and resolve complex or high-priority customer queries that require senior-level intervention or cross-departmental collaboration.
• Internal Upskilling: Ensure the support team is fully trained on new product features and internal systems to maintain a high "first-contact resolution" rate.
• Reporting: Provide regular insights to the Head of Customer Service regarding common customer pain points, system health, and team capacity.

Requirements

• Proven Leadership: Experience in a team leader or senior role within a customer support or helpdesk environment, preferably in SaaS.
• Technical CRM Expertise: Proficiency in managing and configuring Freshdesk (or a similar enterprise-level ticketing system).
• Strong Communication: Excellent verbal and written skills, with the ability to handle difficult customer situations with professionalism.
• Analytical Skills: Ability to collect and interpret helpdesk data to drive decision-making and performance improvements.
• Logical Troubleshooting: A systematic approach to problem-solving and technical investigation.
• Organisational Excellence: Ability to manage multiple priorities in a fast-paced environment while maintaining attention to detail.
• SaaS Experience: Strong understanding of software-as-a-service delivery models and technical support cycles.
• Education Sector Knowledge: Familiarity with the specific needs and communication styles of schools and multi-academy trusts.
• Project Management: Experience in implementing new tools or significant process changes within a support team.

ATS Optimization Keywords

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Hard Skills

• Freshdesk
• KPI Management
• Process Improvement
• Data Analysis
• Technical Troubleshooting
• Project Management
• Automation Rules
• Ticket Management
• Performance Metrics
• First-Contact Resolution

Soft Skills

• Leadership
• Communication
• Analytical Skills
• Organisational Excellence
• Problem-Solving
• Collaboration
• Customer Service
• Training
• Attention to Detail
• Professionalism