IRIS Software Group
Customer Support Team Lead
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At IRIS, we're passionate about delivering exceptional experiences to our customers. We're now looking for a Customer Support Team Leader to join our IRIS Financials business and lead a team dedicated to helping our customers get the most from our software solutions.
This is an excellent opportunity for an experienced support professional with leadership experience who thrives on developing people, managing service performance, and ensuring customers receive outstanding support.
The Role
As Customer Support Team Leader, you'll lead a team of 2nd and 3rd Line Support Analysts, providing guidance, coaching, and support while ensuring service levels and customer satisfaction remain at the highest standard.
You'll play a pivotal role in managing escalations, coordinating resources, improving team performance, and working closely with teams across Product, Development, Customer Success, and Account Management to deliver the best possible outcomes for customers.
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What You'll Be Responsible For
- Leading, mentoring, and developing a high-performing support team.
- Managing customer escalations and complaints through to resolution.
- Monitoring team performance and delivering against key service targets.
- Producing and analysing operational metrics and reports.
- Resource planning and workload management.
- Recruitment, onboarding, and employee development activities.
- Stakeholder management across multiple business functions.
- Coordinating response during major incidents.
- Driving a culture focused on customer excellence and continuous improvement.
What We're Looking For
- Experience leading a customer support, service desk, or technical support team.
- Strong people management and coaching skills.
- Excellent communication and stakeholder management abilities.
- A customer-centric approach with a passion for delivering exceptional service.
- Strong organisational and problem-solving skills.
- Experience working within a software, SaaS, or technology-led environment is advantageous.
- Good understanding of IT systems and support processes.
- Ability to prioritise effectively and perform under pressure.
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What's In It For You?
- Competitive salary and benefits package.
- Opportunity to lead and develop a talented support team.
- Ongoing career development within one of the UK's leading software organisations.
- Collaborative, supportive, and customer-focused culture.
Join IRIS and help us deliver the service experience our customers deserve.
Apply today and be part of a team that's making a real difference for customers every day.
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