Customer Support Team Lead

About IRIS

IRIS Software Group is one of the UK's largest privately held software companies, trusted by 100,000+ businesses, schools and accountancy firms to keep their operations running. Our software pays 1 in 6 UK employees, supports over 12,000 schools, and is relied on by 91 of the top 100 UK accountancy firms.

We're a Great Place to Work certified employer, recognised for our commitment to well-being, inclusion and development - and we're growing fast.

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.

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.

• 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.

• 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.

• 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.

• Impact: Your work will influence millions globally.

• Growth: Continuous learning and career development opportunities.

• Belonging: A culture that celebrates diversity and empowers every individual.