Company Description
Kinly is dedicated to supporting older people across the UK by helping them navigate and access various benefits and services available to them. Committed to making a difference, Kinly empowers individuals to live independently for longer while enhancing their quality of life.
Salary: £35K-40K
Job Summary:
The Customer Support Team Lead plays a critical role in delivering Kinly’s mission by leading a high‑performing support team and ensuring a consistently exceptional customer experience. This role centres on process optimisation, driving operational excellence, and maintaining high standards across productivity, service delivery, and CRM compliance. This is a role for a proactive people manager with experience in enabling scale via process efficiency wins. This role reports to Emily Tickell (ET).
Key Responsibilities:
* Lead, mentor, and develop the customer support team, ensuring high performance and engagement
* Oversee day-to-day customer support operations
* Proactive management of low-performance and handling difficult conversations
* Monitor key metrics (response times, backlog) and take action to meet service standards
* Identify opportunities for task automation and implement workflows, macros, or tools to improve team efficiency
* Maintain accurate and up-to-date support processes, and documentation
* Handle customer escalations and provide coaching on complex issues
* Support onboarding, training, and continuous development for support agents
Qualifications:
* Strong alignment with Kinly’s mission
* Previous experience managing a customer support team is essential
* Demonstrated ability to coach, develop, and motivate individuals and teams
* Experience using automation tools (e.g., workflows, macros) within a support environment
* Strong understanding of customer support platforms (e.g., Hubspot)
* Excellent communication and interpersonal skills
* Strong organisation and time-management
What skill set you require:
* Leadership & Development: Ability to support both underperformance and high‑performance through structured, empathetic coaching
* Data-driven Decision Making: Able to identify trends and generate actionable insights from performance data
* Communication Mastery: Clear, confident, adaptable communication - both written and verbal
* Technical Know-How: Ability to transition customer service tasks from external systems to one centralised CRM
* Team Collaboration: Supports others, fosters a positive culture, and maintains strong internal relationships
* Customer‑Centric Mindset: Ensures high‑quality customer experiences and positive outcomes at every stage
Measure of Success will include:
* Delivery of 1:1s and performance reviews in line with company timelines
* Team conversion performance consistently achieving or exceeding targets
* Consistent productivity delivery, including SLAs and contact volumes
* CRM and process compliance kept at a high standard across the team
* Improved capability across team
* Positive team culture, measured through engagement, retention, and peer feedback
* Effective escalation management, with the majority resolved at Team Lead level
What your learning will include:
* Advanced mentoring techniques, developmental conversations, and performance management skills
* Enhanced understanding of data interpretation and performance trends
* Strategic leadership skills, including prioritisation, delegation, and influencing stakeholders
* Cross‑functional understanding gained through collaboration with Operations, QA, Training, and Product teams
* Broader exposure to projects and initiatives that shape the customer experience and department strategy