Customer Service Team Leader

We need someone to lead our customer service operation. This is a real leadership role, not a supervisor title - you'll shape how we handle customers, build the team, and own the results.

The Job

You'll manage a team of support specialists. That means hiring people who fit, developing them through regular feedback, and spotting who's ready to move up. You'll own the team's performance - response times, resolution rates, customer satisfaction - and work with them to hit targets consistently. When complex escalations come in, you'll handle them or guide the team through them.

You won't be executing someone else's playbook. You'll have real autonomy to set your own processes, decide how the team communicates with customers, and improve how you work. Some of that will mean pushing back on requests that don't make sense. Some of that will mean trying new things, seeing what works, and adjusting.

You'll also represent the team upward - that means advocating for resources, feeding insights from customer conversations back into product and operations, and making sure leadership understands what's actually happening on the ground.

Who We're Looking For

You've managed a customer service team before. You care about both hitting numbers and keeping people on the team motivated - you know those aren't in conflict. You're comfortable having direct conversations about performance, and you can coach people toward improvement without it feeling like a threat.

You're practical. You don't overcomplicate things. You can read a spreadsheet, spot a trend, and decide what to actually do about it. You're also willing to jump in on support yourself during crunch times - partly to help the team, partly because you want to stay close to what customers are actually saying.

You think about retention and development. You know that losing someone trained costs real money, and you invest in people who are worth keeping.

The Details

Permanent role, based at our office in [LOCATION]. Salary [RANGE]. We offer [BENEFITS].

If this sounds like your kind of work, send us your CV and a short note about why you're interested. Tell us about a time you changed how a team worked - what you tried, what happened, and what you learned.