Customer Solutions Team Leader

✨ What you’ll be working on

As a Customer Solutions Team Leader, you’ll lead a team handling complex customer issues and escalations. You’ll coach team members, keep an eye on performance, and help the team deliver better customer experiences without losing sight of day-to-day operations.

You’ll also work with Product, Engineering, Operations, Quality, and Training teams to fix recurring problems and make support processes work better.

What You’ll Do

• Lead, coach, and support a team of Customer Solutions Guides.
• Run regular one-on-ones, coaching sessions, and performance reviews.
• Help team members grow through feedback and career development conversations.
• Track team KPIs, service levels, quality, and customer satisfaction.
• Manage attendance, scheduling, workloads, and team productivity.
• Recognise strong performance and coach team members who need extra support.
• Support hiring, interviews, onboarding, and new team member development.
• Oversee daily escalated customer cases and team queues.
• Monitor case ageing and balance workloads across the team.
• Step in on complex, high-risk, or executive-level customer escalations.
• Guide the team through advanced troubleshooting and difficult customer situations.
• Use performance data and customer feedback to spot areas for improvement.
• Work with Product, Engineering, Aftersales, Operations, Quality, and Training teams.
• Raise recurring product issues, process gaps, and customer pain points.
• Turn customer insights into practical recommendations.
• Improve escalation workflows, support processes, and internal documentation.
• Help maintain knowledge base content, troubleshooting guides, and standard procedures.
• Represent the Voice of the Customer across internal teams.
• Lead the team through process changes and continuous improvement projects.

What We’re Looking For

• 5+ years of experience in Customer Support, Customer Experience, or Contact Centre Operations.
• At least 2 years of experience leading or supervising customer support teams.
• Experience managing complex customer escalations.
• A strong understanding of escalation management and advanced customer support.
• Proven experience coaching, mentoring, and developing team members.
• Excellent written and verbal communication skills.
• Strong analytical, critical-thinking, and problem-solving skills.
• Comfortable using data to make decisions and improve team performance.
• Experience working with Product, Engineering, Operations, Quality, or Training teams.
• Comfortable with CRM platforms, ticketing systems, workforce management tools, and reporting platforms.
• Proficiency with Microsoft Office applications.
• A customer-first mindset with good judgement when balancing customer needs and business priorities.
• Comfortable leading a team through change in a fast-moving environment.

Nice to Have

• Experience in automotive, mobility, electric vehicles (EV), or after-sales support.
• Experience leading Tier 2, Escalations, or Advanced Customer Support teams.
• Experience improving customer support processes and operational workflows.
• Familiarity with knowledge management systems and Quality Assurance programmes.
• Knowledge of continuous improvement methods such as Lean or Six Sigma.
• Experience using customer insights and operational data to influence business decisions.

Think you’re a good fit? Review the full job details and apply directly through the official company job page.