Enso Recruitment are delighted to be partnered with a local SaaS leader, to recruit for the role of Customer Support Team Lead.
The role demands a strong expertise in SaaS (Software as a Service) products and technical support , combined with a passion for delivering world-class service.
The primary focus is on guiding and coaching the team to resolve customer issues promptly while consistently achieving exceptional levels of customer satisfaction.
The Role Lead and mentor a team of technical support executives, providing guidance, coaching, and support to maximise performance and productivity.
Foster a positive and collaborative team culture focused on delivering exceptional customer service and technical expertise.
Set clear goals and expectations for team members, regularly monitoring progress and providing feedback for continuous improvement.
Work within and maintain our KPI targets monthly.
Act as the primary point of contact for escalated customer issues, providing advanced troubleshooting and resolution assistance.
Collaborate with cross-functional teams, including product development and engineering, to address complex technical issues and ensure timely resolution.
Continuously update and expand technical knowledge to stay abreast of product updates, new features, and best practices.
Provide initial 2nd line support for all escalated tickets.
The Person Available to work shifts between the hours of 07:00-21:00 Monday to Friday as well as weekend and public on-call support 07:00-15:30 on a rota basis.
Proven experience (2 years) in a technical support role, with a focus on SaaS products.
Strong leadership and team management skills, with the ability to motivate and inspire team members.
Excellent communication and interpersonal skills, with a customer-centric approach.
Advanced technical proficiency in troubleshooting software applications and system integrations.
Experience with ticketing systems, CRM software, and other support tools.
Ability to thrive in a fast-paced, dynamic environment and adapt to evolving priorities.
Relevant certifications (e.g., ITIL, CompTIA, Salesforce) preferred but not required.
What you can expect from us: Competitive salary Hybrid Working Environment whereby you can work from home and our office in Belfast Access to free parking Development opportunities Regular social events Private health insurance 35 days annual leave, including bank holidays To be considered for this or similar opportunities, please reach out to Enso Recruitment today for more information.