Team Lead / Manager, Customer Support - UK & Ireland

Team Lead / Manager, Customer Support - UK & Ireland

Salary: £50,000 - £60,000 + Benefits

Location: London / Hybrid

We're working with an exciting and rapidly growing SaaS business looking to hire a Support Team Lead to take ownership of their customer support function across the UK and Ireland.

This is a fantastic opportunity for an experienced support leader / team manager who enjoys building high-performing teams, driving operational excellence, and creating exceptional customer experiences. You'll play a key role in shaping support strategy, improving performance, and ensuring customers receive a best-in-class service across every interaction.

You'll inherit a talented team and be given the autonomy to influence processes, develop people, and implement improvements that have a direct impact on customer satisfaction and business success.

The Opportunity

You'll lead the UK & Ireland support operation, balancing people leadership, service delivery, workforce planning, and continuous improvement. You'll be happy to travel to Ireland and work with the team there.

You'll be responsible for ensuring service levels are achieved across multiple support channels while creating an engaged, accountable, and customer-focused team culture.

This role will suit someone who enjoys combining hands-on leadership with operational management and who is passionate about developing people and driving measurable improvements.

What You'll Be Doing

Leadership & Team Development

• Lead, coach and develop a high-performing support team across the UK & Ireland
• Run regular team huddles, 1:1s, and performance conversations
• Create a culture of accountability, collaboration and continuous learning
• Drive engagement, recognition and team development initiatives
• Act as a key communication link between local teams and global leadership

Support Operations & Workforce Planning

• Own workforce planning and resource management across support channels
• Ensure appropriate coverage and service delivery standards are maintained
• Monitor ticket volumes, queue management and SLA performance
• Drive operational efficiency and optimise cost-to-serve metrics
• Use data and reporting to identify trends, risks and improvement opportunities

Customer Support & Escalation Management

• Ensure customers receive a consistently high-quality support experience across phone, email and chat
• Support the team with complex customer issues and escalations
• Maintain strong product knowledge and promote knowledge sharing across the team
• Drive quality standards and communication best practice

Continuous Improvement & Knowledge Management

• Lead initiatives focused on improving customer outcomes and operational performance
• Drive improvements in first-contact resolution and ticket reduction
• Own and enhance knowledge management processes and documentation
• Partner with Product, Training and Onboarding teams to identify opportunities for improvement
• Implement scalable processes that support future growth

Stakeholder Management

• Build strong relationships across multiple business functions
• Collaborate closely with Product, Training, Onboarding and global support leadership teams
• Support cross-functional initiatives and projects
• Help foster a positive and connected team culture across multiple locations

What We're Looking For

• Proven experience leading customer support or service teams
• Strong people management and coaching capability
• Experience managing SLAs, service performance and operational KPIs
• Excellent workforce planning and resource management skills
• Data-driven approach with the ability to turn insight into action
• Strong stakeholder management and communication skills
• Experience working within a SaaS, technology or customer-centric environment would be highly advantageous
• Passion for delivering exceptional customer experiences

Success In The Role Will Be Measured By

• SLA achievement and service performance
• Customer satisfaction and NPS results
• Ticket resolution times and backlog reduction
• Team engagement, development and retention
• Operational efficiency and productivity improvements
• Quality and effectiveness of knowledge management
• Delivery of continuous improvement initiatives

Sphere Digital Recruitment currently have a variety of job opportunities across digital so feel free to get in touch with us to find out how we can help you. Please take a look at our website.

Sphere is an equal opportunities employer. We encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.

If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let us know.