Checkit
Customer Support Team Lead
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Application Deadline: 2 October 2026
Department: Customer Support
Location: Fleet
Description
Hybrid role, 3 days in our Fleet office. Fully remote also considered. Mon-Fri 9-5.30pm.
Salary Range: £29,000-£32,000pa.
Checkit uniquely combines smart sensors and workflow software to provide the analytics and insights that complex organizations need to deliver a safer, more efficient and streamlined service to their customers. Our clients are spread across the healthcare, biopharma, assisted living, food service, retail and facilities management sectors.
This is an exciting opportunity to help shape the direction of 2nd Line Senior Support. Working with the Senior Customer Support Manager, you will help establish its strategy, operating rhythm, quality standards, queue management, escalation processes, reporting and team capability. We are looking for someone with curiosity to learn, strong ownership and a senior 2nd Line support background. You will be composed, positive and reliable, able to learn quickly, bring practical solutions to problems and lead by example. You will help others stay constructive and focused on outcomes when new ways of working are introduced, while owning complex issues end-to-end, coaching others and becoming a subject matter expert in our products and customer environments. You will also support team members and give regular quality feedback, coaching and training which will then lead to stronger ticket handling, increased capability and consistent customer-service standards.
The role provides remote technical support for Checkit customers and partners, responding to escalated enquiries in a professional, courteous, timely and effective manner. You will bring hands-on IoT and hardware diagnostics experience, including troubleshooting connected devices and hardware, reading logs and reports, using terminal tools and understanding connectivity issues such as network errors and NAT. You will work with customer IT teams to resolve why Checkit devices and telemetry are offline, unreachable or not updating, while supporting ticket triage, sharing knowledge and helping raise standards through coaching and continuous improvement.
What you'll be doing
We're hiring for three things above all else:
- Exceptional organisation and operational control - highly structured, dependable and detail-focused. Able to manage competing priorities, maintain clear oversight of ticket queues and escalations, and ensure every priority has clear ownership, momentum and follow-through.
- Emotional intelligence and people leadership - calm, fair and approachable under pressure. Builds trust, adapts their approach to the individual and situation, gives clear feedback, and handles difficult conversations constructively.
- Growth mindset and ownership - humble, composed and positive, with a high say/do ratio. Learns quickly, brings practical solutions to problems and leads by example. Creates clarity and momentum when priorities compete, and helps others stay constructive, accountable and focused on outcomes when new ways of working are introduced.
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What you'll also be doing:
- Acting as the day-to-day contact for escalated customer tickets, ensuring each ticket has clear ownership, appropriate urgency, timely communication and effective progression to resolution.
- Maintaining control of the 2nd Line ticket queue, including daily triage, prioritisation, workload balancing and assignment of new, ageing and escalated tickets.
- Ensuring tickets are accurately categorised, assigned to the right owner, progressed within agreed service levels and maintained to the required standard.
- Monitoring ticket handling and customer interactions through regular quality assurance reviews, identifying strengths, risks and recurring development needs.
- Providing timely, constructive coaching and feedback that improves customer communication, ticket ownership, quality of notes and resolution quality.
- Identifying trends in contact reasons, repeat issues, customer pain points, backlog, escalations and team performance, then translating them into practical recommendations.
- Improving support processes, guidance and ways of working, ensuring changes are clear, documented, adopted and effective in practice.
- Maintaining accurate operational records, dashboards and reporting to support service performance, team decisions and stakeholder updates.
- Building productive relationships across Customer Support and partner teams to remove blockers, improve collaboration and strengthen the end-to-end customer experience.
What we're looking for
- Proven experience in a senior customer support, customer operations, service delivery or team-lead role, including ownership of escalated customer tickets.
- Experience managing a support queue, including ticket triage, prioritisation, workload balancing, assignment, backlog management and performance against first-response and resolution SLAs.
- Experience delivering quality assurance, coaching and training, with the ability to use feedback and operational insight to improve ticket handling and customer experience.
- Experience using support systems, CRM platforms and reporting tools to monitor performance, identify trends and drive process improvements.
- Technical support experience is desirable, particularly in a SaaS, connected-product or operationally complex environment, but deep technical knowledge is not required.
- Highly organised, methodical and dependable, with strong attention to detail and the ability to maintain control across competing priorities.
- High emotional intelligence, remaining calm, fair and constructive under pressure, with the judgement to handle escalations, give clear feedback and build trusted relationships.
- A clear, confident and adaptable communicator, able to manage customer expectations, coach team members and work effectively with stakeholders at different levels.
- Analytical and improvement-focused, able to use ticket data, quality findings and customer feedback to identify trends, solve problems and make practical improvements.
- A collaborative leader who takes ownership, follows through and leads by example.
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Benefits
Checkit offer a range of benefits designed to give you the opportunity to learn and develop your skills, provide for your future, look after your routine healthcare, and feel protected if life throws you a curve ball. Our benefits include:
- Everyone gets a generous amount of leave, above the statutory levels, to help you rest and recharge
- Your birthday off in addition to your annual leave allowance
- 2 mental wellbeing days off per year, to take the time to reset and look after yourself
- Up to 20 paid sick days in any rolling 12 month period
- Health cash plan & BUPA dental to help with the costs of optical, dental and support for your mental wellbeing
- Access to Help@Hand health & wellbeing app
- Contributory pension scheme
- Enhanced maternity and paternity pay, and paid loss of pregnancy leave
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