Our client is looking for a Customer Support Team Leader to lead a hybrid customer support team, combining customer-facing service with operational control. This hands-on role is responsible for ensuring SLA compliance, driving high-quality customer experiences, coaching and developing team members, and identifying continuous improvement opportunities. The successful candidate will act as the first line of leadership within the support team, balancing day-to-day operational management with people leadership.
Key Responsibilities:
* Lead a customer support team, overseeing day-to-day operations including calls, emails, quotations, and order processing.
* Act as the escalation point for complex or high-risk customer issues.
* Coach team members on proactive customer engagement, SLA adherence, and quality standards.
* Monitor workloads and ensure role clarity between different support functions.
* Maintain accurate system data and ensure audit-ready records.
* Support onboarding, training, and performance management of the team.
* Identify recurring issues and implement process improvements.
Candidate Requirements:
* Proven experience in customer support or B2B service operations.
* Experience in construction, tool hire, plant hire, or site-driven service environments.
* Strong coaching and people leadership skills.
* Hands-on approach; willing to step in to support operational delivery when needed.
* Strong communication skills, including handling difficult customers or internal stakeholders.
* Ability to manage competing priorities in a fast-paced, SLA-driven environment.
Desirable:
* Previous experience leading a small operational team.
* Strong understanding of the customer lifecycle in a B2B environment.