Customer Delivery Team Leader

Job not on LinkedIn

🔥 0 minutes ago

🇬🇧 United Kingdom – Remote

⏰ Full Time

🟠 Senior

👻 Ghost score 11%

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Vesta Software Group

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏗️ Construction

🍽️ Food & Beverage

🏭 Manufacturing

Construction • Food & Beverage • Manufacturing

Vesta Software Group is a global organization specializing in the acquisition and long-term growth of vertical market software companies. Unlike traditional acquirers, Vesta operates on a buy-and-hold strategy, maintaining the independence of the companies they acquire and investing in their sustainable growth. Vesta prides itself on never selling a business, instead prioritizing the autonomy of its acquired companies and leveraging a network of resources to accelerate growth. With more than 30 acquisitions and a presence in over 9 countries, Vesta supports its portfolio companies with best practices and capital while fostering a productive and positive workplace culture, demonstrated by its Great Place To Work® certification.

📋 Description

• Lead and develop the Customer Delivery Team, including Customer Support Managers, the Digital Systems Team, and the Business Administrator • Manage the shared queue of support tickets and confirmed-event task-list deliverables for organiser and exhibitor customers • Own escalation of complex or high-risk issues • Identify, trial, and embed AI tools and agents, including ELSA, into support and Forms/DST workflows • Review allocation of work across the team and between people and AI/agents • Oversee forms triage and the wider Forms/DST deliverables pipeline • Collaborate with Customer Success Managers and Account Directors on operational, commercial, and retention support • Own performance reporting for response time, ticket volume, task completion, and backlog • Manage ticket and task backlog and flag capacity risks • Report billability, utilisation, and backlog levels to the Managing Director • Line-manage the Business Administrator and plan peak-period and absence cover • Attend project kickoffs, internal handovers, and relevant team meetings • Contribute to continuous improvement of ticket/task allocation processes

🎯 Requirements

• Experience leading a customer support, service delivery, or operations team, ideally within a queue/ticket-based environment • Demonstrated interest in, or experience applying AI and automation tools to operational workflows • Strong organisational skills and ability to prioritise concurrent tickets, tasks, and team capacity • Experience with support/ticketing tools or equivalent systems • Experience line-managing a small, multi-disciplinary team is an advantage • Comfortable operating with autonomy and reporting directly to the Managing Director • Numerate; understanding of P&L and revenue recognition is an advantage • Customer-focused commitment to service excellence • Strong leadership, communication, analytical, organisational, adaptability, collaboration, resilience, and continuous-improvement capabilities