Team Leader Customer Support

Job description

As a Customer Support Team Leader, you will play a pivotal role in leading and developing a high-performing team. Your mission will be to ensure exceptional customer support while fostering a culture of collaboration, growth, and continuous improvement. Key responsibilities include: What you will do: Lead and guide your team with strong, effective leadership. Motivate, coach, and develop team members to achieve their full potential. Prioritize support cases in line with agreed parameters to ensure efficient resolution. Take ownership of customer escalations, resolve issues promptly, and perform root cause analysis. Monitor and report on team performance, identifying areas for improvement and implementing corrective actions. Conduct 1:1 reviews, support personal development plans, and oversee monthly and annual performance reviews. Manage outstanding customer support cases, ensuring up-to-date resolution plans for aged cases. Plan and manage team resources to meet forecasted demand, adjusting for changes in workload or team availability. Lead or participate in hiring processes, including onboarding and induction for new team members. Collaborate across teams and departments to resolve customer issues spanning multiple areas. Support the transition of Unit4 to a SaaS company by participating in initiatives and driving improvements. Promote a culture of continuous improvement, tracking and measuring success. Drive the achievement of SLA and KPI targets, setting and communicating SMART objectives. Ensure compliance with company policies, procedures, and ISO/BS standards, including information security requirements. Experience in leading a geographically segregated team with demanding work schedules Previous experience working as a Team Leader or Manager in a SaaS software business would be desirable You like to interact & build relationships with people at all levels and can manage multiple priorities Excellent data reporting, presentation, and communication skills Clear focus on customers, performance, and results High level of initiative and responsibility, self-reliant action You have an excellent knowledge & grasp of the Customer Support Process Nice to have: Knowledge on ERP / ERPx would be an asset Knowledge or experience with ServiceNow ITIL knowledge Who we are We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness. We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated. We are reimagining how work makes people feel. What we offer a culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work talented colleagues , role models and mentors - work, learn and be inspired by some of the best talent in the software industry a commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme a safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all. Our commitment to equity Unit4 is committed to ensuring equal opportunity for everyone. We make our hiring decisions solely based on skills, qualifications, and our current business needs. We know that diversity brings fresh perspectives, ideas, and solutions to our company. This is the essence of our culture. We also welcome and encourage people who are pregnant and/or parents-to-be to apply. If you would like to know more about our commitment to diversity, visit our blogs: Our focus to DEI remains central to who we are Inclusive hiring at Unit4: Building equal opportunities for all This role may require security clearance required for customer projects and access to sensitive (customer) data. That means that after you have accepted our offer, we could ask for background checks. Subject to applicable local laws, such security checks may require disclosure of personal information including criminal record declaration, right to work, personal identification and work history. No worries though – we'll handle it according to local privacy laws and keep your info safe. Questions? Feel free to reach out! Meet Unit4 . With over 40 years of heritage, we’re an agile, fast growing, Cloud company that is on a mission to redefine Enterprise Resource Planning (ERP) for mid-market people-centric organisations. With our innovative, self-driving, adaptive and intuitive software, our customers can spend more time on meaningful high-value work. At the heart of what we do lies a simple yet profound purpose: Improve how people work by focusing on what truly matters. — A powerful statement that enables different priorities for different people. We’re shaping how work should feel , and we empower our people by providing them with the right tools to achieve the autonomy they need - it's what makes us unique.