Senior Customer Support Team lead/Manager, Workwize

• Empathetic leader with a passion for coaching, development, and creating an inclusive team environment
• Confident in interpreting support data, identifying patterns, and proposing improvements
• Skilled in ticket operations, structured QA, and Support tooling management
• Highly organised, proactive, and comfortable taking ownership of complex workflows
• Strong, structured and concise communicator across written and verbal
• Curious and open to using AI and automation tools to enhance team performance and support operations
• 5+ years in customer support or service operations
• 3+ years of manager, team lead, senior agent, or mentorship experience
• Hands-on experience with Zendesk or a similar support platform (reporting, dashboards, workflows)
• Ability to structure, analyse, and interpret support data to influence team and operational improvements
• Strong time management and organisational skills
• Experience working in fast-paced, remote-first environments
• Advanced English (written and spoken)
• Comfort using AI tools (Zendesk AI, macros, Co-Pilot, etc.) to automate or optimise workflows

Desirable

• As a Senior Customer Support Team Lead / Manager, you will manage and develop our EU-based Customer Operations team while contributing to a global support operation that spans both EU and US hours
• Your focus will be on ensuring the EU team meets SLA targets, maintains excellent ticket quality, and continuously improves workflows and processes that support round-the-clock coverage
• You will take ownership of agent performance, structured ticket analysis, day-to-day operations, training, and quality assurance. Your goal is to create a high-performing, motivated team while aligning with broader company and support objectives
• Oversee all EU communication channels in Zendesk to ensure SLA compliance
• Own and maintain Zendesk reporting dashboards for the EU region, ensuring structure, consistency, and accuracy across fields, tags, and workflows
• Analyse EU ticket data to identify volume trends, recurring issues, root causes, and agent performance patterns
• Share regular insights with the CS Manager and cross-functional stakeholders to influence Operations, Product, and Process improvements
• Collaborate with the US Team Lead to maintain seamless global coverage and handovers between time zones
• Report bugs or system issues in Slack with clear steps, context, and customer impact
• Monitor squad tools used by EU agents to ensure end-of-day zero-action goals
• Review open tickets daily, ensuring timely resolution and proper adherence to workflows
• Lead daily EU team standups to align on priorities, SLAs, and blockers
• Own EU scheduling, capacity planning, holiday tracking, and public holiday coverage
• Distribute workload fairly across the EU team and adjust based on availability, skill sets, and ticket volumes
• Conduct weekly or bi-weekly 1:1s with EU agents using 15Five, offering praise, coaching, and constructive feedback
• Monitor EU KPIs and SLA performance and share updates with the CO Manager
• Ensure a smooth daily handover between EU and US teams to maintain consistent customer experience
• Assist with agent growth, learning and improvement of skills to continue career path within Workwize
• Ensure agent correct usage of escalation pathways and resolve complex escalated EU tickets directly or collaborate with relevant stakeholders
• Identify agent training needs through QA results, ticket audits, and trend analysis
• Partner with Knowledge Management to create or update internal KB articles and Zendesk AI intents
• Recommend operational improvements, workflow updates, or system changes based on Zendesk data insights
• Provide structured feedback to Operations and Product teams on recurring Support issues, themes, and gaps