Customer Service Team Leader – Hybrid (Wakefield)

About the role

As a Customer Service Team Leader you will manage the day‑to‑day activities of a first‑line support team, ensuring enquiries via phone, chat and ticketing are resolved quickly and accurately. You will work closely with the Head of Customer Service to optimise the Freshdesk environment, streamline workflows and drive a high‑performing support culture.

Key responsibilities

• Line‑manage Customer Support Advisors, providing daily guidance, performance reviews and development opportunities.
• Oversee first‑line support activities, ensuring ticket queues are handled efficiently and service‑level agreements are met.
• Administer Freshdesk – create automation rules, manage ticket templates and optimise workflows to reduce manual effort.
• Track, analyse and report on KPIs such as response times, resolution rates and CSAT scores.
• Continuously review and improve support processes to enhance customer experience and internal efficiency.
• Escalate and resolve complex or high‑priority queries, collaborating across departments when needed.
• Ensure the team is trained on new product features and internal systems to maintain high first‑contact resolution.
• Provide regular insights to the Head of Customer Service on common pain points, system health and capacity.

Required profile

• Proven leadership experience in a customer support or helpdesk environment, preferably within SaaS.
• Strong verbal and written communication skills, able to handle difficult customer situations professionally.
• Analytical mindset with the ability to collect and interpret helpdesk data for decision‑making.
• Systematic problem‑solving approach and excellent organisational skills.

Required skills

• Hands‑on experience configuring and administering Freshdesk or a comparable enterprise ticketing system.
• Technical CRM expertise and familiarity with SaaS delivery models.