Team Lead, Services - Port Talbot

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Be part of a collaborative team that thrives on innovation and creative problem-solving to enhance the customer experience.

Your role:

As our new Team Lead, Services you will be responsible for overseeing the daily operations of both the Implementation and Support teams.

This role ensures that service delivery is executed effectively, customer issues are resolved promptly, and that the team is operating in alignment with departmental goals and KPIs.

The Team Lead is expected to bring technical expertise and customer-facing experience to help guide team members and manage escalations.

This individual acts as a critical link between frontline staff and the Director of Customer Success.

KPI's for this role:


* Team SLA adherence (response and resolution times)


* Customer satisfaction scores (e.g., CSAT)


* On-time implementation delivery


* Escalation resolution effectiveness


* Team engagement and retention metrics

This is an hybrid role with 3 days in the office in Port Talbot.

Key Responsibilities:


* Lead and support the daily activities of the Implementation and Support teams, including task prioritization, resource allocation, and performance monitoring.


* Serve as an escalation point for complex client issues and work cross-functionally to facilitate timely resolution.


* Provide technical support and guidance to team members across client onboarding, configuration, and ongoing support scenarios.


* Collaborate with the Director of Customer Success to ensure departmental KPIs are achieved, including metrics related to customer satisfaction, ticket response times, implementation timelines, and resolution quality.


* Contribute to onboarding, training, and development of team members; identify and address skill gaps or training needs.


* Ensure documentation of procedures, issues, and resolutions are maintained and up to date in internal knowledge bases.


* Drive continuous improvement in service delivery processes, support workflows, and customer experience.


* Participate in hiring and performance review processes for team members.

Required Skills and Experience:


* 5+ years of experience in a technical customer-facing role such as support, implementation, or customer success.


* 2+ years in a leadership or team lead role within a technical services team.


* Excellent communication and leadership skills with a focus on coaching, feedback, and team development.


* Proven ability to manage escalations and work effectively across departments to resolve client issues.


* Strong organizational and problem-solving abilities in a fast-paced, multi-client environment.

Preferred Qualifications:


* Experience in eCommerce, B2B/B2C platforms, or SaaS environments.


* Familiarity with E...