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Team Lead, Global Customer Support

London, United Kingdom

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Overview

Radancy thrives off the success of our customers, and we're looking for a customer-focused, and results-driven Customer Support Team Lead to engage, support, and enable our customers. This individual will be able to deliver high caliber customer service as well as drive forward our strategy and vision. As a Customer Support Team Lead, you will manage a team of high-performing, front-line customer support specialists. You’ll need to have an array of amazing customer service skills and be savvy in a SaaS environment. In this role, you’ll be guiding ourGlobal Customer Support team and our customers along a path to success via dedicated support and engaging resources across the company to help support the adoption and expansion of Radancy’s unified platform.

Responsibilities

  • Develop and foster strategic relationships with internal teams & external customers by providing functional and technical support for Radancy’s suite of products 
  • Hire, onboard, train and continually coach and develop high performing support team 
  • Foster a strong team culture, with focus around customer-centricity and quality delivery 
  • Build accountability by setting clear goals and objectives to achieve key individual and team performance metrics 
  • Work with Customer Support leadership to improve operating processes and team performance 
  • Build accountability by setting clear goals and objectives to achieve key individual and team performance metrics 
  • Work closely with Digital Implementation, Product Management, Development and Engineering teams to identify, report, and resolve product issues and requests 
  • Collaborate with peers and leaders to identify product opportunities through customer requests or pain points; recommend changes to improve products, process and issue prevention 
  • Manage the escalation of issues, when required
  • Develop product expertise across all areas of the business 

Qualifications

  • Bachelor’s Degree in Communications, Computer Science, Business or equivalent work experience 
  • 3-4 years customer or technical support experience 
  • Demonstrated ability to develop a high performing team 
  • Strong project management, communication and problem-solving skills 
  • Ability to align with global support objectives, outside of your local time zone 
  • Passion for solving technical issues and a champion of great customer service 
  • Ability to multi-task, plan, organize, prioritize and independently solve problems 
  • Knowledge of software development methodologies (Scrum, Agile, Waterfall, etc.) 
  • Full proficiency working with JIRA 
  • Working knowledge and understanding of HTML, CSS & JavaScript as well as XML and APIs for data integrations 

 

Radancy is an equal opportunity employer and welcomes all qualified applicants regardless of race, ethnicity, religion, gender, gender identity, sexual orientation, disability status, protected veteran status, or any other characteristic protected by law. We actively work to create an inclusive environment where all of our employees can thrive.  

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