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Current Vacancies

Customer Success Team Lead

Customer Success Team Lead


SnapComms is an employee communications software company that helps organizations communicate more effectively with their employees. The software is used by communications, IT, HR, security and other business functions and enables organizations to cut through information overload and communicate effectively with employees.

Strong success has led to the growth of our customer support function and its evolution towards a customer success model which aims to ensure that our product meets and exceeds customers’ expectations, that the service and support they receive is second to none, and that we engage proactively with our customers to ensure an ongoing and mutually beneficial relationship.

We are looking for a Customer Success Team Lead to lead our customer support team and work with the Head of Customer Support to continuously improve customer support, customer success and customer engagement

… if you are a technically-minded, customer-centric, have experience with customer success and/or customer engagement models and are looking for a new challenge, then this might just be the perfect role for you…


  • Leading a team of customer support representatives
  • Customer success processes
  • Ongoing account management within the customer lifecycle
  • Improving and evolving the customer support function; driving service excellence and customer orientation
  • Increasing customer satisfaction and retention by delivering high standards of proactive support and building high-value relationships
  • People management activities
  • Developing and enhancing the performance and effectiveness customer support team
  • Maintain high levels of customer engagement and satisfaction

Knowledge and experience

  • IT degree or similar
  • 5+ years’ experience in a technical customer support role
  • 1+ years’ experience leading a customer support team
  • Strong experience and success supporting software or high-tech product
  • Experience using customer support systems
  • Knowledge of MS Server, Active Directory, SQL Server, .NET, IIS, ASP.NET

Skills and abilities

  • Exceptional communication skills
  • Ability to work autonomously and/or as part of a multidisciplinary team
  • Willing to work in a shift-based 24x7 roster
  • Strong customer focus and service-orientation
  • Resourceful: able to self-research
  • Passion for learning and moving with new technology
  • Ability to be both technical-minded and solutions-focused


  • SnapComms is a successful software company in its 8th year. Steady growth and solid leadership has seen us doubling revenues and increasing employee numbers year-on-year
  • Multi-award winning company (for categories in growth, innovation and export)
  • Down-to-earth, friendly and fun work environment
  • A company with a strong culture and values, where individual and team efforts are recognised and celebrated 

To apply for this role visit Seek