Team Lead, Customer Support
Board Intelligence
full-time
Posted on:
Location Type: Hybrid
Location: London • United Kingdom
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Job Level
About the role
- Support the day-to-day running of the BI24 team by combining hands-on ticket management with active team leadership
- Ensure both high-quality frontline support and effective team performance
- Take ownership of incoming tickets while guiding the team on priorities, workload management, and service standards
- Monitor queue performance, support complex or escalated issues, coach team members, and ensure tickets are resolved efficiently and in line with agreed SLAs
- Maintain a high-performing, responsive support function ensuring the BI24 team delivers consistent service while continuously improving processes and team capability
Requirements
- Proven track record in a senior support role with clear progression and leadership experience
- Strong coaching and development skills; experience building others' capability
- Full platform knowledge including back-end functionality
- Ability to balance operational delivery with people leadership
- Confident communicator; sets the benchmark for client and internal communications
- Strong organisational skills; able to manage competing demands across people and ticket responsibilities
- Experience contributing to team resourcing, recruitment, or rota management
Benefits
- Private Pension Scheme
- BUPA Health and Dental insurance (including access to the My BUPA app)
- Group life assurance: 4x annual salary
- 26 holiday days per calendar year in addition to Bank Holidays
- Cycle to work scheme
- Employee Assistance Program
- Eyecare and Flu Jab vouchers
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft Skills
team leadershipcoaching skillsdevelopment skillscommunication skillsorganizational skillsworkload managementperformance monitoringproblem-solvingclient communicationcapability building