Customer Success Team Lead

THE ROLE

We are seeking a highly motivated and experienced Team Leader to lead a team of Customer Success Executives dedicated to supporting car sellers through the Carwow selling process.

You will be responsible for coaching, mentoring and motivating your team to deliver exceptional service, ensuring a smooth and successful selling experience while maximising sellers’ chances of selling their vehicles. You will combine your leadership skills with a deep understanding of the car-selling process to drive team performance and contribute to the success of the Sell My Car function.

• Lead and manage a team of Customer Success Executives responsible for assessing and successfully listing cars for sale in daily auctions.
• Drive the team to achieve daily and weekly volume and conversion targets.
• Provide coaching, mentoring and ongoing support.
• Monitor team performance against key metrics and identify improvement opportunities.
• Manage the team pipeline, balancing workload, opportunities and SLAs.
• Conduct regular team meetings to communicate updates, share best practices and address challenges.
• Recruit, train and onboard new team members.
• Handle escalated seller enquiries and resolve complex issues.
• Collaborate with other team leaders and departments to ensure efficient workflows.
• Contribute to team strategies and initiatives that improve the seller experience and support business growth.
• Foster a positive, collaborative team environment built on open communication and mutual respect.

• Proven experience in a team leadership role within outbound sales, customer success or customer service.
• Experience managing team performance in a target-driven environment.
• Excellent communication, interpersonal and coaching skills.
• Strong analytical and problem-solving abilities with experience identifying trends, analysing data and implementing solutions.
• Ability to work independently and collaboratively.
• Experience using CRM systems and other relevant software.
• Flexibility to work 37.5 hours per week between 9am–7pm, Monday to Sunday, on a rotating shift basis.
• Hybrid working with a minimum of three days per week in the office.

• Competitive comp package
• 28 days' holiday plus bank holidays, increasing to 35 with length of service, plus extras for house moves, weddings and more!
• Employee-friendly share options
• Pension scheme via Royal London - up to 5% company contribution
• Vitality private healthcare insurance
• Life Assurance - 4x annual salary
• Monthly coaching sessions with Spill - our mental wellbeing partner
• Inclusive parental, partner and shared parental leave including up to 20 weeks' full pay maternity and shared parental leave, and 8 weeks' full partner pay, as well as fertility treatment and pregnancy loss policies
• Bubble childcare support and discounted nanny fees for little ones
• 'Work from abroad for a month' annual scheme
• Generous learning and development budget
• £500 home office budget

Diversity and inclusion are an integral part of our culture. We know that diverse teams are strong teams, so we welcome people with alternative identities, backgrounds and experiences to apply. Recruitment decisions are based on experience, skills and potential, ensuring all applicants are treated fairly and equally.