The Customer Support Team Lead role is responsible for acting as a point of contact to a team of customer service representatives to ensure the delivery of high-quality support to customers. The position involves overseeing daily operations, monitoring team performance, resolving complex or escalated customer issues and providing guidance and training to staff (internal and contractors).

The Customer Support Team Lead role is newly created to sustain the planned Company expansion across the UK and beyond. The Customer Support Team Lead will play a crucial role in our success and you will be at the forefront of delivering exceptional service and support to our customers. You will oversee the Customer Support Department, guiding a dedicated team that is passionate about what they do and enhancing the overall customer experience. The Company is going from strength to strength and this is a great opportunity to make a difference to people’s lives and play a visible role in its success.

Key Duties and Responsibilities:

The Customer Support Team Lead ensures that service standards are met, targets are achieved and customer satisfaction is maintained. This role exists to enhance the efficiency of the customer service function, drive continuous improvement and create a positive experience for both customers and team members. It also plays a key part in supporting the strategic goals of the Company by ensuring that the customer service team operates effectively and in line with Company objectives.

As Customer Support Team Lead, you will be responsible for ensuring the Customer Service team deliver exceptional service and support to our customers. This pivotal role requires excellent communication and leadership skills to fulfil the responsibilities of the role, where you will:

• Lead & Mentor: Provide guidance and support to junior customer support agents whilst fostering a collaborative and high-performing team environment.
• Monitor Quality Output: Ensure tasks completed by contractors meet benchmark standards.
• Customer Experience: Ensure a seamless and positive customer experience by handling escalated enquiries, complaints and complex issues with empathy and efficiency.
• Process Improvement: Contribute to the development and refinement of our support processes by using customer feedback analysis and support metrics to identify trends and areas for improvement.
• Service Excellence: Utilise service management tools (e.g., Salesforce) to resolve customer issues and ensure adherence to support desk SLAs and KPIs.
• Documentation & Training: Maintain and enhance the Company knowledge base and participate in the training of new team members.
• Stakeholder Collaboration: Work closely with internal stakeholders to align customer support efforts with Company growth objectives and enhance overall service delivery. This will require occasional travel to London.

• In Addition: You will perform other duties as assigned by the Customer Support Manager and / or Chief Operating Officer.

You will step up to cover and manage full customer support in the absence of the Customer Support Manager.

As Customer Support Team Lead you will:

• Represent Customer Service: Attend meetings on behalf of the Customer Support Manager.
• Resource provision: Ensure the provision of great service during opening hours.
• Resolve complaints: Manage complaint outcomes.

Your performance will be assessed on the above tasks and responsibilities as well as the supervision of the Customer Support team and overall team performance against KPIs and SLAs.

Your Profile

You are a highly versatile, energetic individual who is detail and task orientated. You should have an entrepreneurial spirit, be practical with a positive can-do mentality. Ideally you will have Customer Support experience in the Med-Tech or software solutions industry as well as:

Resilience: The ability to stay calm and focused under pressure, managing stressful situations with composure.

Proactive: A forward-thinking attitude with the ability to anticipate problems and take initiative to resolve them before they escalate. Use data to improve the performance of the team.

Approachable: Friendly and approachable, fostering an open and collaborative team culture.

Detail-Oriented: A keen eye for detail, ensuring that both customer needs and operational processes are consistently met to a high standard.

Extensive Commercial Experience: You will have worked in customer service or support roles with a proven track record in a leadership or senior position.

Great Communication: You ensure that the Company is presented correctly and have exceptional communication skills as well as the ability to manage multiple communication channels (Live Chat, video call, phone, email etc).

IT Skills: Proficiency in CRM databases, especially Salesforce, is highly desirable.

Attitude: A proactive problem-solving mindset with a positive attitude and a strong commitment to customer satisfaction.

Working Style: You work equally well when working both independently and as part of a team and are able to juggle multiple deadlines and manage competing priorities.

Qualifications: You are educated to A-Level or equivalent qualification.

Working hours are 37.5 hours per week Monday to Friday with occasional weekend coverage.

We operate a hybrid working schedule, typically two to three days a week in the office so you must be able to reliably commute or plan to relocate to Exeter.

The role will facilitate the customer service offering to customers using TympaHealth systems in all countries. As the Company grows there will be opportunities for development to meet the changing needs of the business.

The Company

TympaHealth are a team of doctors and technology experts united by a vision to help the world to hear. Currently, there are half a billion people in the world with disabling hearing loss. In the UK by 2030 hearing loss will overtake diabetes and cataracts in the top ten global disease burdens.

Our mission is to help the world to hear and make intervention more accessible and simplified both on a local and global scale. TympaHealth is growing fast and is currently helping thousands of patients a year access vital ear and hearing healthcare services in the UK, with plans to expand globally.

TympaHealth have created a collaborative and supportive environment, everyone is valued and encouraged to contribute their own ideas and opinions.

Salary & Benefits

A competitive salary and benefits package include:

25 days holiday (increasing to 26 after two years) plus Bank Holidays

Birthday Holiday and Christmas Holiday (three additional days)

5% Company & Employee Pension Scheme Contributions

Life Assurance Scheme (four times salary)

Hybrid Working two to three days a week in the office based in Exeter EX2 8LB.

On-site parking.

Remote GP and Medical Second Opinion Services

Mental Health Support

Physiotherapy (eight sessions per year)

Life, Money and Wellbeing Support

360 Wellbeing Score, Insights and Calendar

Financial and Legal Support

1-2-1 Lifestyle Coaching

Savings and Discounts

Perkbox

There has never been a more exciting time to join our team with our growth, focus on excellence and opportunities for development in an inclusive, inspiring company.