Technical Support Team Manager

About the Role

As Customer Support Team Lead, you will take ownership of both operational delivery and strategic improvement initiatives within the Customer Support function. You will lead a high-performing team while remaining hands-on, supporting customer requests and driving service excellence. This role offers the opportunity to influence customer outcomes, enhance processes, and foster a collaborative culture built on trust, accountability, and innovation.

Responsibilities

• Lead, develop and inspire the Customer Support team to deliver exceptional customer experiences and achieve operational performance objectives
• Own the day-to-day delivery of Customer Support services, ensuring customer enquiries, incidents, complaints and escalations are managed effectively and within agreed service levels
• Drive a customer-first culture that prioritises quality, responsiveness, customer satisfaction and continuous service improvement
• Manage operational performance through the effective use of KPIs, reporting, workforce planning and performance management processes
• Lead the management of customer-impacting incidents and escalations, ensuring appropriate communication, coordination and resolution
• Utilise customer feedback, operational data and trend analysis to identify opportunities to improve customer experience, reduce customer effort and enhance service delivery
• Develop and maintain effective relationships with internal stakeholders including Product, Technology, Sales, Customer Relationship Management and other operational teams
• Ensure compliance with company policies, regulatory requirements, quality standards and documented operational procedures

Requirements

• Experience developing and maintaining strong relationships with internal stakeholders of varying levels
• Strong analytical & organisational skills
• Ability to communicate effectively, persuade, and influence a range of stakeholders to deliver the best outcome for customers
• Experience leading teams and driving operational performance
• Ability to manage customer issues, incidents, complaints and escalations effectively
• Experience using performance metrics and operational data to drive improvement
• Commitment to fostering collaboration, accountability and continuous improvement
• Passion for delivering excellent customer service and customer outcomes

Risk benefit statement

Learn more about the LexisNexis Risk team and how we work https://relx.wd3.myworkdayjobs.com/RiskSolutions/page/21c296c982531000b79663f3194b0000







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