Team Lead - Customer Operations and Support

BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits for their business, people and clients.

We build and invest in technologies that help legal professionals to identify improvements across lawyer & support staff resourcing, document production, financial performance and matter pricing. Our solutions can :

• Streamline manual processes that take time, money and delay decision making processes
• Access data that will identify improvement opportunities to drive growth and efficiencies
• Utilize and develop people's skills in the right way, at the right cost to the business
• Build strong customer relationships through enhanced transparency, value and expertise

About BigHand

BigHand offers technology solutions for busy legal professionals that provide data and insights to increase value and profits.

Through technology, insight and experience, we deliver success for our clients future. We enable our clients to give their customers a better experience while empowering their people to be their best.

We make big happen for our customers.

We are a business driven by our values and have these at the centre of everything we do. Our BigHanders are dedicated to building a culture where we win together, we learn, we give back, we believe in each other and we find the fun.

We are proud to have ranked in Great Places to Work top 50 UK’s Best Workplaces list for 6 years.

About the role

The Customer Operations & Support (CO&S) Team Lead plays a key role in ensuring the seamless operation of our customer support function.

You'll ensure a swift resolution of technical issues, prioritizing customer satisfaction, and maintaining a high level of service quality.

You will focus on the team’s performance and processes, enhancing the teams capabilities through training and development, and fostering a customer-centric culture.

The CO&S Team Lead acts as a key part between customers and the support team, managing escalations, communicating effectively, and driving continuous improvement initiatives.

The value of this role lies in its ability to elevate the overall customer and team experience, contribute to the company's reputation for exceptional support, and ensure the efficient functioning of critical technical support processes.

Ultimately, the Team Lead plays an instrumental role in shaping a responsive and knowledgeable team that delivers high-quality support to customers, positively impacting the customer experience.

What you’ll do

• Manage a small team of 3 service desk consultants, ensuring the timely resolution support incidents, ensuring a high-quality service and customer satisfaction.
• Monitor and analyse key performance indicators (KPIs) to identify trends, address challenges, and implement improvements to enhance overall service quality.
• Act as the point of escalation for complex technical issues, working closely with the team to troubleshoot and resolve challenges promptly or escalate the issue in a timely manner.
• Provide ongoing training and mentoring to the Customer Operations and Support team, focusing on technical skills, customer service, and effective problem-solving.
• Conduct regular performance evaluations, identify areas for improvement, and implement training plans to enhance individual and team capabilities.
• Foster a customer-centric approach within the team to enhance customer satisfaction and loyalty.
• Ensure thorough documentation of incidents, solutions, and best practices to build a comprehensive knowledge base for the team.
• Collaborate with other team leads, support functions, and stakeholders to ensure a coordinated and effective approach to overall service delivery.

What we’re looking for

• Proven experience managing a team with the ability to motivate, mentor, and develop.
• Demonstrated expertise in IT support, with a strong understanding of hardware, software, and networking concepts.
• Familiarity with commonly used service desk and ticketing tools to streamline incident tracking and resolution.
• A customer-centric approach with a commitment to delivering outstanding service and exceeding customer expectations.
• A genuine understanding and empathy towards customer concerns, coupled with the ability to convey empathy to the team.
• Ability to remain composed and focused under pressure, ensuring a calm and collected demeanour during critical incidents.
• A sense of ownership and accountability for the team's performance, with a commitment to meeting or exceeding service level agreements (SLAs) and key performance indicators (KPIs).
• A high level of professionalism in dealing with both internal and external stakeholders, fostering a positive and respectful work environment.

What we offer

• Commitment to work-life balance with various vacation allowances, inc. floating holiday's, bonus end-of-year leave and global mental health day.
• Various wellbeing benefits including private medical, online wellbeing programs & webinars, access to online therapy and Employee Resource Groups (ERG).
• Company-wide Wellness day, for our teams all across the globe to switch off and spend the day doing something to nourish their mental health
• Opportunities to give back to your local community with company volunteer events and individual volunteer days
• Career growth opportunities and study leave allowance
• Family benefits including enhanced leave for both primary caregiver and secondary caregiver, and fertility support
• Growing business with a global presence, modern offices and options for hybrid, remote-first or fully-remote work options

Our DEI Commitment

We welcome the unique value and individuality that you can bring to BigHand. We are an equal opportunity employer and are dedicated to recruiting solely based on capability and potential regardless of race, gender, sexual orientation, gender identity or expression, age, educational background, national origin, religion, military status or physical ability.

Our BigHanders are dedicated to advancing our culture of belonging by embracing differing viewpoints, opinions, thoughts, and ideas.