Customer Support Team Lead (Maternity Cover - 12 Month FTC)

🚀 We’re growing — and we’d love you to grow with us

Giraffe360 is looking for an operational-minded Customer Support Team Leader for a 12-month maternity cover contract. This is a mission-critical, high-impact role: you are stepping into a defined period to engineer our support operations, stabilize our workflows, and leave behind a high-functioning support engine.

Reporting to the VP of Customer Services, you will lead a team of 5-8 frontline agents, using your technical expertise to turn our support function into a proactive, data-driven machine.

💼 What you’ll be doing

You will be the operational engineer at the heart of our support function, instilling rigor into our daily workflows and ensuring we scale sustainably while protecting our most valuable asset: our people.

Your core responsibilities include:

• Operational Rigor: Maintaining real-time oversight of queue volumes and ensuring strict SLA compliance through Salesforce and Intercom.
• Workforce Optimization: Designing shift patterns, routing logic, and resource planning to maximize operational efficiency and response times.
• Team Well-being: Proactively managing team capacity and workload so the team can perform sustainably.
• Process Engineering: Utilizing data to identify bottlenecks and building or optimizing automated workflows within Jira and Salesforce.

👀 About you

You are a data-fluent leader who views support as a system to be optimized and a community to be nurtured.

You are the ideal candidate if you possess:

• An Operational Engineer Mindset: You don’t just report on metrics; you use them to drive structural efficiency and build sustainable processes.
• People-Centred Leadership: You lead with empathy, recognise the human side of performance and foster an environment where people feel supported, accountable and able to succeed.
• Technical Fluency: Expert proficiency in the configuration and administration of Salesforce, Intercom, and Jira.
• Action-Oriented Legacy Builder: You thrive in roles with a clear, mission-critical scope. You are motivated by the challenge of stepping into a high-impact window, rapidly optimizing systems, and delivering a tangible legacy of operational efficiency.

🌟 What would make you stand out

• Experience scaling support operations or building support processes from the ground up.
• Hands-on experience with advanced automation or sophisticated routing logic in Intercom or Salesforce.
• Previous experience in hardware/software or subscription-based tech-led B2B support environments.
• Proven success in managing and stabilizing teams through high-pressure or high-volume growth periods.

🎁 What we offer

• Salary: £40,000-£45,000, depending on experience, plus bonus
• Working hours: Monday to Friday, 09:00AM - 18:00PM
• Hybrid working — 2 days per week in our Ancoats city-centre office, currently Mondays and Thursdays
• 25 days annual leave plus bank holidays
• A paid day off for your birthday
• Enhanced parental leave and pay
• Company-paid private health insurance
• Matched 5% pension scheme with salary sacrifice option
• Regular team socials and events

🦒 About Giraffe360

Giraffe360 is a breakthrough camera technology transforming how real estate content is created. Our all-in-one device combines high-accuracy LiDAR and SLR photography to produce stunning visuals and precise floor plans — at the push of a button.

Recognised as one of Europe’s Top 100 PropTech solutions, we support real estate agencies in 30+ countries, have raised £30M+ in venture funding, and employ 250+ people across four global hubs.

We’re a scale-up business, which means things move quickly. We’re looking for people who are practical, adaptable and excited by the opportunity to help shape how we work as we grow.

✨ Ready to join a fast-growing company where your impact truly matters?

Apply now and let’s grow together.