Customer Success Team Lead – Deliveroo for Work (DfW)

Job ID: R19312

Location: Manchester - Main Office

Type: Permanent

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Role Overview

Customer Success Team Lead (Deliveroo for Work)

The Team

Deliveroo for Work (DfW) aims to deliver exceptional food experiences at the workplace, providing an allowance-based food solution for all work occasions. We serve numerous companies across the UK, Ireland, France, Belgium, Italy, UAE, and Singapore. With significant growth prospects, 2025 is a pivotal year for us.

Based within the UKI team and reporting to the Head of DfW, UKI, you will lead our global customer service team. Your expertise in customer service and operational leadership will help develop and implement a top-tier customer service strategy. Your responsibilities include leading strategic initiatives to enhance customer outcomes, achieving quarterly service targets through your team, implementing scalable solutions, and collaborating cross-functionally. You will be a passionate leader, committed to delivering excellent customer service, coaching and developing your team, and creating a high-performing support function. The role involves a hybrid work model with at least 3 days per week in our Manchester office.

Key Responsibilities

• Team Leadership: Guide, mentor, and lead a team of six Customer Success colleagues, fostering a culture of excellence and collaboration to meet growth targets.
• SMB Strategy: Define and implement support strategies for our SMB segment, designing scalable programs to support thousands of customers across markets, including sales, account management, and automation.
• Performance Management: Set KPIs, monitor team and individual performance, use data for accountability, identify improvements, and implement coaching plans.
• Operational Excellence: Develop and optimize customer service processes, drive automation, enhance tools, and develop knowledge bases to empower customers and agents.
• Cross-functional Collaboration: Act as the voice of SMB customers, working closely with product, commercial, and support teams to inform priorities.
• Reporting & Insights: Maintain performance reports, analyze data, and provide insights to influence strategy.
• Case Triage: Oversee inbound SMB query routing, ensuring swift, accurate responses and account management.

Requirements

• Proven experience leading customer service, success, or SMB teams, preferably in a fast-paced B2B environment.
• Ability to develop and scale support programs.
• Strong strategic thinking and program management skills.
• Passion for delivering excellent customer experiences at scale.
• Experience collaborating with commercial, product, and operations teams.
• Data-driven with experience using tools like Salesforce or similar systems.
• Excellent coaching and communication skills with a track record of developing high-performing teams.

Compensation & Benefits

• Competitive salary based on role and location, with potential bonuses and relocation support.
• Up to 5% matched pension contributions.

Additional Benefits

• Equity share awards for eligible roles.
• Free Deliveroo Plus, team lunches, generous annual leave, volunteering days, healthcare, gym memberships, wellbeing apps, insurance options, life assurance, and more.

Work & Development

• Parental leave from day one, flexible working arrangements, learning platforms, ERG events, and other employee-focused initiatives.