Team Lead, Customer Support - In-Store

About the Team

The Customer Support Team at Seven Rooms partners directly with hospitality operators around the world to deliver best-in-class customer support. Whether it's troubleshooting an issue, explaining how a feature works, or helping clients get the most out of our platform, we’re here to ensure they succeed.

Shifts:

Full-Time

The Team Lead, Customer Support leads our UK-based support team, ensuring hospitality operators receive fast, effective, and empathetic assistance. This role oversees day-to-day team operations, supports the growth and development of our support representatives, and helps maintain the high standard of service our customers rely on.

• Act as a Player-Coach. Step in to directly support customers when needed while ensuring the support team has the knowledge and resources to successfully resolve issues.
• Support the Team. Guide and support a team of customer support representatives, fostering a positive, collaborative, and high-performing environment.
• Coach for Performance. Monitor key metrics, provide regular feedback, and deliver coaching to help team members grow and succeed.
• Drive Team Productivity. Enhance efficiency and quality by maintaining documentation, conducting quality reviews, analyzing customer satisfaction trends, and creating impactful training.
• Collaborate Across Teams. Partner with Customer Success, Product, and other teams to share insights and improve the overall customer experience.

• You have 3+ years of Technical Customer Support Experience, with SaaS experience as a plus
• You know how to inspire, coach, and develop a high-performing remote team
• You care deeply about delivering an outstanding customer experience every time
• You’re a clear and confident communicator, both in writing and in person
• You’re a strong problem solver who can handle complex and escalated issues with ease
• You’re comfortable using support tools and systems like CRMs, help desk platforms, and analytics dashboards