Customer Support Lead

Customer Support LeadCentral Brighton Hybrid Working 2-3 Days Per Week In The OfficeA growing SaaS business is looking for a Customer Support Lead to lead and develop its customer support capability as it continues to scale globally.This is a player-manager position, combining team leadership with hands-on customer support responsibilities. You''ll manage a team of Customer Support Executives while remaining actively involved in resolving customer issues, improving processes and enhancing the overall support experience.Working closely with Customer Success, Product and Engineering teams, you''ll play an important role in ensuring customer issues are resolved effectively, support insights are shared across the business and opportunities for improvement are identified.The role also offers the opportunity to help drive greater efficiency through process improvement, automation and the use of AI within support workflows.The RoleAs Customer Support Lead, you''ll be responsible for leading and supporting a team of three Customer Support Executives, providing coaching, direction and clear priorities while helping to build a high-performing support culture.Alongside day-to-day team leadership, you''ll remain actively involved in customer support activities, handling more complex issues and supporting the team during periods of high demand.You''ll work across the wider business to improve support processes, define service standards and ensure customer feedback is used to help inform ..... full job details .....