At Total Security, we deliver trusted, innovative security solutions designed to protect and empower our customers. Our mission goes beyond technology — we are committed to creating exceptional customer experiences at every touchpoint.
From our UK headquarters, the Support Department plays a vital role in this mission, ensuring that every customer receives timely, effective, and high-quality assistance. Whether resolving technical issues, addressing service queries, or managing escalations, our support teams work collaboratively to deliver outcomes that build confidence and trust.
Total Security is the proud winner of South Coast Tech & Innovation Awards: Tech Employer of The Year 2024
We are seeking a Support Team Lead to support the Head of Support in managing the day-to-day activities of three key sub-teams:
●Customer Insights Team – Managing technical escalations, producing & maintaining technical training material, maintaining the customer knowledge base, and investigating/reporting bugs.
●Customer Resolution Team – Handling escalated complaints from consumers and third parties, and overseeing customer reviews and feedback responses.
●BPO Management & QA Team – Managing the day-to-day relationship with our outsourced partner, ensuring quality standards are met, and driving QA activities.
The Support Team Lead will ensure these teams are working effectively, meeting SLA/KPI targets, and delivering consistent, high-quality outcomes for customers.
Team Oversight & Daily Operations
The team currently comprises of 8 team members, plus the Head of Support.
●Oversee daily operations of the Customer Insights, Customer Resolution, and BPO/QA teams, offering support where it is needed.
●Act as the main point of contact for escalated issues within the department.
●Ensure clear communication and alignment between teams and with the Head of Support.
●Identify opportunities for process improvements and recommend solutions to enhance efficiency, quality, and the customer experience.
●Provide coaching, feedback, and support to team members and line managers to develop skills, improve performance, and maintain high levels of engagement.
Cross-Department Support
●Assist the Head of Support in monitoring departmental SLAs and KPIs (e.g., CSAT, complaint resolution times, QA audit pass rates).
●Produce and maintain reports on quality, escalations, and team performance.
●Collaborate with the development team to test and quality-check updates to customer-facing websites and internal tools.
●Ensure process documentation is regularly maintained, accurate, and up to date.
●Travel to outsource partner(s) locations when required - India, Philippines, USA
●Take on additional tasks and projects as assigned by the Head of Support.
Skills & Experience
●Experience managing or supervising support teams within a fast-paced customer support or contact centre environment, including oversight of escalations, complaint handling, and process adherence.
●Strong understanding of escalation management, complaint handling, and quality assurance processes.
●Hands-on experience managing outsourced teams or vendor relationships is desirable.
●Excellent communication and coordination skills, with the ability to work across teams and functions.
●Organised, detail-oriented, and capable of balancing multiple responsibilities.
●Comfortable working closely with technical and product teams on system updates and bug reporting.
●Problem-solving mindset.
●Ability to manage conflict/escalations calmly and professionally.
●Strong interpersonal skills with a focus on customer empathy.
What we offer
* Contract type: Permanent, full time, 40 hours Monday to Friday
* Salary: £35,000 - £40,000 DOE
* Up to 10% annual company bonus
* Company Pension Scheme
* BUPA Health & Dental Insurance
* Be.Ahead Health Assessments
* Generous food allowance at local restaurants
* Free daily snacks, drinks, breakfast & lunch
* Netflix, Spotify, & Retail voucher scheme
* Onsite Gym + Osteopath access
* Golf Club Membership
* Mental Health Support + 24/7 Anytime Healthline
* Life Assurance & Financial Advice Support
* Cycle2Work Scheme
* Charity Donation Matching
* Regular team events, celebrations, and an onsite cocktail bar
* Free onsite haircuts
* Free antivirus and ad-blocking software
Please note, this position is fully office based at our HQ in Segensworth, PO15 5TT.