Customer Support Team Lead – UK & Ireland

About the role

We are partnering with a fast‑growing SaaS business to find a Customer Support Team Lead for the UK and Ireland. You will own the support function, drive operational excellence and ensure customers receive a best‑in‑class experience across phone, email and chat.

Key responsibilities

• Lead, coach and develop a high‑performing support team across the UK and Ireland.
• Run regular team huddles, 1:1s and performance conversations to foster accountability and continuous learning.
• Own workforce planning and resource management to maintain appropriate coverage and meet SLA targets.
• Monitor ticket volumes, queue health and SLA performance, using data to identify trends and improvement opportunities.
• Handle complex customer issues and escalations, ensuring consistent high‑quality support.
• Drive continuous improvement initiatives, including first‑contact resolution and knowledge‑base enhancements.
• Partner with Product, Training and Onboarding teams to implement scalable processes.
• Build strong relationships with local teams and global leadership.

Required profile

• Proven experience leading customer support teams in a SaaS environment.
• Strong people‑leadership and coaching abilities.
• Willingness to travel to Ireland as needed.
• Excellent communication skills and the ability to work with global stakeholders.
• Data‑driven mindset with experience using reporting to drive performance.

Required skills

What we offer

• Competitive salary of £50,000‑£60,000 per year.
• Hybrid working model based in London.
• Comprehensive benefits package.
• Opportunity to shape support strategy and influence company growth.
• Professional development and career progression.