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Reports to the Director of Customer Services
Fixed-term contract, full-time role. This role is offered on a UK employment contract. Candidates must be based in the UK as we are unable to support remote working from outside the country due to local employment and tax legislation.
Position
This role sits within Deltatre's B2C Customer Support function, where a team of Supervisors and Support Agents handles day-to-day customer issue resolution for consumer-facing products used by millions of fans. The team balances hands-on problem-solving with a focus on consistent service quality, particularly during high-demand live events.
As B2C Customer Support Lead, you will oversee daily support operations and lead a team of four Customer Support Supervisors. You will combine hands-on issue resolution with team leadership, coaching, and performance management, acting as the first point of escalation for complex or sensitive customer issues and driving the process improvements that reduce avoidable contacts.
Responsibilities
Team leadership and people management
- Lead, coach, and support a team of four B2C Customer Support Supervisors to deliver excellent customer service
- Manage the performance, development, and engagement of your direct reports, holding regular one-to-ones to review workload, wellbeing, and development goals
- Support formal performance reviews and contribute to objective-setting processes
- Address performance or conduct concerns promptly and fairly, in line with company policy
Operational oversight
- Oversee daily support activity, including workload allocation, queue management, prioritisation, and escalation handling
- Act as the first point of escalation for complex, sensitive, or high-priority customer issues
- Monitor team performance against agreed service levels, quality standards, response times, and customer satisfaction targets
- Review customer interactions to ensure accuracy, professionalism, and consistency
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Process improvement and reporting
- Work with internal teams to resolve recurring customer issues, improve processes, and reduce avoidable contacts
- Identify training needs and support onboarding and knowledge sharing across the team
- Support the development and maintenance of customer support procedures, templates, FAQs, and knowledge base content
- Contribute to reports, dashboards, and operational updates for management and clients
Requirements
Required
- Previous experience in a customer support, customer service, helpdesk, or client-facing support role
- Experience leading, supervising, or coaching team members
- Strong communication skills, with the ability to manage customer issues clearly and calmly under pressure
- Strong problem-solving skills and a track record of driving continuous improvement
- Working knowledge of service levels, quality standards, customer satisfaction measures, and operational reporting
- Confident using customer support systems, CRM tools, ticketing platforms, and reporting dashboards
- Ability to build trusted relationships with customers, colleagues, and stakeholders at all levels
Valued
- Experience managing direct reports in a structured support environment
- Experience with process improvement, knowledge base management, or support automation
- Experience working with cross-functional teams such as Product, Operations, Engineering, or Account Management
- Familiarity with support metrics such as CSAT, first response time, resolution time, backlog, and quality scores
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Who Thrives Here
This role sits at the point where day-to-day firefighting meets longer-term process improvement - you're managing live escalations one moment and reviewing quality trends the next. It suits someone equally comfortable stepping into a difficult customer conversation and stepping back to coach a Supervisor through one of their own.
People who do well here read a room quickly, stay steady when a queue is backing up during a live event, and treat feedback to their team as a habit rather than an annual event. You'll need to hold both the operational detail and the bigger picture of what good service looks like for Deltatre's customers.
Process and what to expect
- Introductory conversation: a step for us to get to know each other better, and for us to answer all questions you might have around Deltatre.
- 1-hour Technical round of Interview: we will deep dive on your experience and collect examples of the responsibilities you've been dealing with in your past experience. A chance to deep dive on the role and for you to ask questions.
- 1-hour Competency Based Interview: we will ask you situational questions around how you deal with real-life scenarios at work. Easier doing it, more than explaining it.
If any of these formats would be difficult for you, tell us - we adjust regularly and can usually accommodate.
Accessibility and accommodation questions are welcome at any stage. Tell us what would work for you.
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