Support Team Lead

Role Overview

The Retail Apps Team Lead provides operational and people leadership within a second‑level retail support environment. The role acts as a senior point of control during escalations, service exceptions, and complex support scenarios, ensuring clear ownership, timely resolution, and a consistent customer experience.

The Team Lead works closely with Control Tower and Incident Management teams to maintain and improve operational runbooks, applying real‑world service learnings to strengthen quality and repeatability. End‑to‑end accountability is held for service performance, SLA delivery, and outcome‑based results, with a strong focus on proactive risk management and corrective action.

This role combines hands‑on operational oversight with coaching‑led people leadership and practical performance management. It supports second‑level retail operations and works closely with Level 1, Level 2, and Level 3 teams to ensure smooth incident flow, strong investigative quality, and high customer confidence.

Key Responsibilities

Service Delivery & Operational Leadership

• Provide day‑to‑day leadership for a globally aligned retail support team operating in a medium‑volume, high‑complexity environment, with the ability to assign team members to support other teams, products, or services when required
• Ensure incidents, requests, and escalations are handled consistently and in line with defined service standards, SLAs, and escalation paths
• Act as the first point of leadership escalation for technical, procedural, and customer experience issues, including those spanning multiple teams or products
• Own scheduling, shift planning, and coverage management to ensure the right capacity across a 24x7 support model
• Maintain operational oversight during assigned shifts, adjusting coverage and workload to meet changing service demand
• Balance service coverage with quality, keeping customer outcomes as the primary focus while enabling controlled support of other areas where needed

Team Leadership & Coaching

• Lead, coach, and support team members to drive reliable performance, growing technical capability, and professional development
• Provide regular, structured feedback through quality reviews, performance discussions, and coaching sessions
• Support capability development across technical skills, process knowledge, and customer communication
• Build a collaborative, accountable, and customer‑centric team culture
• Guide team members in following internal processes, customer requirements, and compliance expectations

Quality, Performance & Reporting

• Monitor team performance and service quality to identify issues, trends, and improvement opportunities
• Carry out regular quality reviews and turn findings into practical coaching and process improvements
• Own routine operational reporting (daily, weekly, monthly) and clearly highlight key points for leadership
• Use performance data to address process gaps, service risks, and workload inefficiencies before they escalate
• Support ongoing improvement efforts focused on service consistency, quality, and productivity

Escalation & Stakeholder Management

• Manage customer and internal escalations in line with established escalation frameworks
• Communicate clearly and calmly during escalations, maintaining confidence with customers and internal teams
• Work closely with peer Team Leads, senior support tiers, and management to achieve timely resolution
• Ensure clean and structured handoff to advanced support teams when escalation thresholds are met

Documentation, Knowledge & Process Improvement

• Ensure incidents and customer records are accurately documented and kept up to date
• Drive adoption of Knowledge‑Centered Service (KCS) practices, ensuring knowledge is created, maintained, and reused effectively
• Ensure team adherence to ITIL standards and service management practices relevant to the support function
• Support company‑led improvement initiatives related to knowledge management, service delivery, and process maturity
• Encourage creation and ongoing improvement of knowledge articles and operational documentation
• Identify recurring issues or systemic problems and contribute to problem management and service improvement activities

Working Model

• Operates within a multi‑tier global support organisation
• Supports second‑level retail and SCO environments
• Works closely with technical, operational, and leadership stakeholders
• Covers scheduled shifts within a 24x7 support model

Skills & Experience

Required

• High School Diploma or equivalent
• Advanced English communication skills (written and verbal)
• Strong background in a technical or service desk support environment
• Demonstrated people leadership experience (formal or informal)
• Strong customer focus with the ability to manage multiple priorities
• Comfortable using performance data to guide decisions and improvement
• Proficient with standard office and reporting tools (MS Office or similar)

Desirable

• Previous experience as a Team Lead or Supervisor
• Exposure to retail, POS, SCO, or related technology environments
• Experience with quality reviews, performance management, or reporting
• Strong Excel, Power BI, Tableau, or similar analytical tooling

Core Competencies

• Customer‑first mindset with strong ownership and accountability
• Coaching‑based leadership style
• Practical, data‑informed decision making
• Clear, confident, and professional communication
• Ability to remain calm and effective in high‑pressure situations
• Continuous improvement mindset
• Collaborative and inclusive leadership approach