Role Overview
Senior Customer Support Lead at Reapit – an end‑to‑end business technology provider for estate agencies.
Responsibilities
* Drive productivity to maintain team goals and achieve KPIs and SLAs through teamwork and collaboration.
* Facilitate open and clear communication, active listening and constructive feedback.
* Provide guidance on policy and procedure to Customer Support Analysts.
* Contribute to the maintenance of the Customer Support Confluence space.
* Supervise ticket and call management, ensuring assignments, logging and resolution within SLA times.
* Escalate incidents and requests appropriately when not the responsibility of Customer Support.
* Manage queues: position unassigned tickets for efficient investigation.
* Serve as first point of contact for internal and customer escalations related to support tickets.
* Produce reports and represent the team in meetings in the absence of the Team Manager.
* Support recruitment, onboarding and mentor new team members.
* Continuously enhance knowledge of Reapit products and the estate agency business.
* Ensure every client interaction is enjoyable, happy and rewarding for the client and analyst.
Who We’re Looking For
* Leadership, problem‑solving, responsibility, communication, decision‑making, organisation.
* Capability to work independently and as part of a team.
* Willingness and aptitude for flexibility.
* Strong core problem‑solving skills.
Skills & Knowledge
* Excellent written and verbal communication.
* Experience working to service levels and meeting personal and team KPIs.
* Knowledge of SQL.
Experience
* Minimum 3 years in customer service.
* Experience in a service‑delivery environment with defined service levels.
* Prior lead experience of individuals.
* ITIL Foundation V4 certification.
* Previous SaaS product support experience.
* Understanding of the estate agency/lettings business.
Impact and Success Timeline
Within 1 month:
* Understand the roles and responsibilities of a Customer Support Lead.
Within 3 months:
* Apply skills to triage tickets, identify root cause and resolve.
* Achieve personal resolution targets.
* Produce regular management information.
Within 6 months:
* Consistently fulfil all core role objectives.
* Contribute to team and department success.
* Deputise for the Team Manager as required.
Benefits
* Flexible working – 3 days a week from the Solihull office.
* Competitive salary and additional benefits.
* Annual leave: 20 days + birthday day, increasing by one day per year up to 24 days.
* Closed over Christmas.
* Formal and in‑house training plus access to Go1 online learning.
* Health benefits (Gym Flex, flu vaccinations, etc.).
* Season ticket loan.
* Regular social events (e.g., Tucker Thursday).
* Retail benefit partner Zest.
Equal Employment Opportunity
We are committed to Equal Employment Opportunity through attracting and retaining a complementary team of employees and building an inclusive environment for all.
Seniority Level, Employment Type & Function
* Mid‑Senior level
* Full‑time
* Information Technology
* Technology, Information and Internet
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