What are we all about At Access, we&aposre on a mission to become a UK Top 10 software company, powered by brilliant people and bold ideas. Our motto "Love Work. Love Life. "isn&apost just something we say; it&aposs how we operate. We&aposre looking for a Support Team Leader who&aposs ready to lead from the front, thrive in fast-moving environments, and make an impact that&aposs felt by customers, teammates, and the business alike. This role is perfect for someone who embraces complexity, loves solving big problems, and knows how to bring out the best in people even when the pressures on. Why you&aposll love this role -Lead a remote team of smart, driven support consultants coaching, developing, and enabling them to do their best work every day. -Solve real problems fast keeping customers at the heart of everything, and ensuring issues get handled with care and urgency. -Bring clarity to chaos balancing shifting priorities while maintaining high standards across performance, quality, and service. -Be a voice for the customer working cross-functionally to champion improvements and highlight where we can be better. -Lead with purpose building a culture of accountability, resilience, and continuous improvement. What you&aposll be doing -Coaching and developing your team to provide top-tier technical support that&aposs timely, accurate and empathetic -Owning team performance metrics (SLAs, KPIs, customer satisfaction) and driving improvement through data and feedback -Managing escalations with confidence and clarity knowing when to step in and how to de-escalate while keeping the customer informed -Acting as the key liaison between support, product, and development teams to ensure smooth communication and rapid issue resolution -Identifying trends and recurring issues to drive product or process changes -Keeping your finger on the pulse balancing the day-to-day while thinking strategically about how to make the team better, faster, and smarter -Representing Access in customer meetings, bringing credibility, empathy, and a solutions-first approach Who you are -A natural leader who thrive remote team, your team trusts you, looks up to you, and grows with your guidance -A quick thinker and problem solver you&aposre calm under pressure and thrive in complex, fast-moving situations -A customer-first mindset you never lose sight of the end-user and what great service really looks like -A great communicator clear, warm, and confident with customers, colleagues, and leadership alike -A data-driven decision maker you know what&aposs working, what&aposs not, and how to turn insights into action -You bring energy, resilience, and adaptability, with a strong sense of accountability and pride in delivery What does Access offer you We are a growing software company, and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference. In addition to our standard benefits of 25 days holiday you will get: A Competitive Salary Giving Back/Charity days Quarterly Socials Ready to step into a leadership role where you&aposll truly make a difference Join the Access Family and help us build something extraordinary. Show more Show less