Support Team Lead

We're looking for an experienced Support Team Lead to oversee our support and customer service teams, ensuring that our clients receive world-class levels of customer service. This role requires a strong communicator, who is equally comfortable being hands on and customer facing, as they are managing internal and external teams., * Team Leadership: Manage the internal customer support and service teams, fostering a positive and productive work environment and ensuring alignment with business goals and objectives.

• Performance Metrics: Monitor and analyse support metrics to identify areas for improvement and deliver effective enhancements.
• External Service Oversight and Performance Management: Manage the day-to-day relationship with external service providers to ensure the consistent delivery of high-quality customer support in alignment with internal standards and procedures. This includes monitoring, and reporting on key performance indicators (KPIs) to drive accountability and continuous improvement.
• Training: Collaborate with internal stakeholders to develop and deliver training programs for both internal and external teams to enhance their skills and knowledge.
• Reporting: Provide regular reports to operations leadership on support team performance, customer feedback, and recommended actions.
• Ticket Resolution: Resolve customer-reported technical support and service (account/subscription/billing) issues alongside the Customer Support team., We work in a hybrid environment where employees combine working remotely and working from the office to facilitate a high-performance working environment - with the ability to collaborate effectively and build a cohesive team bond whilst being able to focus and deliver quality results. With this in mind, you will need to easily be able to commute to Cambridge and / or London., RealVNC has a responsibility to ensure that all staff are eligible to live and work in the UK and if you're invited to interview you'll be required to provide proof of your eligibility to work.

RealVNC is an equal opportunities employer, committed to staff welfare and professional development.

Staffing and Recruitment Agencies

To all Staffing and Recruiting Agencies: Our website is only intended for individuals and preferred suppliers of RealVNC. Staffing and recruiting agencies and individuals being represented by an agency that is not a preferred supplier are not authorized to use this site or to submit profiles, applications or CVs, or to forward CVs directly to employees or any other company location, and any such submissions will be considered unsolicited.

RealVNC does not accept unsolicited CVs or applications from agencies other than preferred suppliers. RealVNC is not responsible for any fees related to unsolicited CVs or applications and explicitly reserve its right to contact candidates presented in such unsolicited CV or application.     If you require alternative methods of application or screening, you must approach the employer directly to request this as Indeed is not responsible for the employer's application process.

Do you have experience in Time management?, You

• Have previous experience managing a customer support or helpdesk team.
• Have strong team leadership skills, with the ability to motivate, coach, and develop team members.
• Have experience working with ticketing systems and customer support platforms.
• Can demonstrate experience using data or reporting to drive improvements.
• Understand customer support operations, including helpdesk and ticketing workflows.
• Have knowledge of customer communication channels (e.g., email, phone, chat) and service delivery principles.
• Are familiar with performance metrics and KPIs used within customer support environments.
• Have excellent communication skills, both written and verbal.
• Have strong organisational and time-management skills, with the ability to prioritise effectively in a fast-paced environment.
• Manage stakeholder relationships with professionalism and clarity.

Anything else?

As well as the above, if you have any of the desired experience below then we'd like to know about it!

• Experience working within a SaaS environment would be preferred.
• Experience working across both technical and customer service support functions.
• Knowledge of managing outsourced or external service providers.
• Understanding of both technical product support and account/billing support environments.
• Knowledge of training best practices and learning approaches for support teams.
• Awareness of industry trends in customer support and service delivery.

This role offers a great opportunity to join our Support & Customer Service Team, working for a successful, growing company with a recognised global brand and huge potential and vision. Working with us on our growth journey provides the chance to see first-hand how your individual contributions as part of a dynamic team influence the success of our business. We want to see you grow with us. We're committed to creating a culture where contributions are recognised, careers grow and people thrive together. Through a clear career framework and ongoing development, we can help you unlock your full potential.

We also offer generous benefits, including a contributory pension, EV car leasing scheme, private dental and medical cover.

RealVNC® is the remote access platform for engineers looking for the most reliable and the most secure solution built by the creators of VNC® technology. Over the last 25 years, as the inventors of VNC®, we've enabled a global workforce to work wherever works and created the remote access market. Our software is used by hundreds of millions of users worldwide including IT professionals from global companies, such as Intel, IBM, NASA, Shell, DreamWorks and Philips. Our lead product, VNC Connect, allows users to connect securely to a remote device anywhere in the world, see its screen in real-time, and take control as though sitting in front of it. The product has been deployed across a myriad of use cases, from remote support through to deploying the software onto connected devices such as medical ventilators, set-top boxes, heavy industrial machinery and more. Backed by leading mid-market private equity firm, Livingbridge since 2021, we are investing in our people to support our highly ambitious growth plans. As part of our people strategy to develop our next generation organisation, we are looking to add new team members that are integral to the success of the business, committed to delivering high quality results, collaboration and innovation to help accelerate company growth.