[Hiring] Customer Support Team Leader @Unit4

Role Description

As a Customer Support Team Leader, you will play a pivotal role in leading and developing a high-performing team. Your mission will be to ensure exceptional customer support while fostering a culture of collaboration, growth, and continuous improvement. Key responsibilities include:

• Lead and guide your team with strong, effective leadership.
• Motivate, coach, and develop team members to achieve their full potential.
• Prioritize support cases in line with agreed parameters to ensure efficient resolution.
• Take ownership of customer escalations, resolve issues promptly, and perform root cause analysis.
• Monitor and report on team performance, identifying areas for improvement and implementing corrective actions.
• Conduct 1:1 reviews, support personal development plans, and oversee monthly and annual performance reviews.
• Manage outstanding customer support cases, ensuring up-to-date resolution plans for aged cases.
• Plan and manage team resources to meet forecasted demand, adjusting for changes in workload or team availability.
• Lead or participate in hiring processes, including onboarding and induction for new team members.
• Collaborate across teams and departments to resolve customer issues spanning multiple areas.
• Support the transition of Unit4 to a SaaS company by participating in initiatives and driving improvements.
• Promote a culture of continuous improvement, tracking and measuring success.
• Drive the achievement of SLA and KPI targets, setting and communicating SMART objectives.
• Ensure compliance with company policies, procedures, and ISO/BS standards, including information security requirements.

Qualifications

• Experience in leading a geographically segregated team with demanding work schedules.
• Previous experience working as a Team Leader or Manager in a SaaS software business would be desirable.
• You like to interact & build relationships with people at all levels and can manage multiple priorities.
• Excellent data reporting, presentation, and communication skills.
• Clear focus on customers, performance, and results.
• High level of initiative and responsibility, self-reliant action.
• You have an excellent knowledge & grasp of the Customer Support Process.

• Nice to have:
• Knowledge on ERP / ERPx would be an asset.
• Knowledge or experience with ServiceNow.
• ITIL knowledge.

Benefits

• A culture built on trust and accountability - giving you the freedom and autonomy to be successful and make an impact.
• Balance - with our Flexible Leave Paid Time Off policy, remote working opportunities, Global Wellbeing Days, and other great benefits.
• Growth opportunities - we provide the tools and guidance required so that you can focus on what really matters to you and so, ultimately, you can achieve your best work.
• Talented colleagues, role models and mentors - work, learn and be inspired by some of the best talent in the software industry.
• A commitment to sustainability - with initiatives such as our Environmental, Social, and Governance strategy and Act4Good programme.
• A safe and inclusive working environment – supported by our Employee Resource Groups, which are open to all.

Company Description

We are a people-first community that nurtures all the areas that surround your working experience. With us, you’ll be surrounded by a high-performance team that supports your authentic self and celebrates your uniqueness.

We believe that ‘How work should feel’ is an evolving statement. Work goes beyond tasks and everyday responsibilities it’s about feeling valued, empowered, promoted, impactful, seen, and appreciated.

We are reimagining how work makes people feel.