Support Team Lead (UK hours)

Job Description Summary Reporting to the Support Manager, you will be responsible for the day-to-day supervision of a team of support specialists while also acting as a functional Team Lead handling complex client cases directly. You will have a wide-ranging, challenging and rewarding role aimed at ensuring that we deliver an effective support service to our Customers. This role requires a strong technical support background, including the ability to troubleshoot application and data-related issues using SQL, Oracle PL/SQL and structured problem-solving techniques.

You are expected to take ownership of issues, facilitate resolution using the resources available to you and, where necessary, liaise with other Managers or technical teams to secure additional resource and assistance. The role requires that you supervise workload, manage escalations, mentor team members and maintain high standards of client communication, SLA performance and service quality. We understand the need to provide a flexible working environment partnered with team collaboration and socialisation.

Therefore, we operate a hybrid working model with 3 days of working from home per week. This role is based in the   Cape Town office. Please note, the successful candidate will be required to work UK hours (Mon- Fri, 09:00am – 17:30 BST), and therefore will be able to take leave on UK public holidays in place of recognised South African public holidays. Key responsibilities include: Manage day-to-day support operations, ensuring client cases are prioritised, triaged and resolved within agreed SLAs, KPIs and customer satisfaction targets.

Act as the primary escalation point for complex client, application and database-related issues, working with internal teams to drive timely resolution. Investigate and resolve complex data-related issues by writing, troubleshooting and optimising SQL queries, scripts and Oracle PL/SQL code. Perform root cause analysis across database structures, queries and data integrity, recommending improvements to prevent repeat issues.

Work directly with clients to gather requirements and translate them into practical SQL-based solutions. Review and improve existing SQL queries to enhance performance, accuracy and efficiency. Coach, mentor and develop Support Agents and junior analysts, including SQL debugging approaches and structured troubleshooting. Support resource planning and ensure appropriate team coverage across key product areas.

Manage team performance through regular one-to-ones, team meetings, feedback and reporting to the Support Manager. Ensure agreed training plans are clear, outcome-driven and implemented effectively. Contribute to documentation, including SQL scripts, troubleshooting steps and best practices. Participate in UAT, validating data fixes and database-related changes before release. Carry out people-management responsibilities, including holiday authorisations, absence management, new starter induction and recruitment support.

Knowledge, Skills, & Abilities:   Excellent written and verbal communication skills, with the ability to explain technical concepts clearly to clients, stakeholders and team members. Strong people leadership skills, including coaching, mentoring, performance support and the ability to maintain positive working relationships. Ability to manage priorities, balance multiple tasks and maintain focus on urgent or high-impact client issues.

Strong problem-solving skills with a logical, structured approach to investigation, troubleshooting and root cause analysis. Ability to work collaboratively across teams and understand how team goals support wider company objectives. Excellent computer skills, including strong working knowledge of the Microsoft product suite. Strong practical SQL skills, including writing complex queries from scratch and using SQL to investigate, validate and resolve real business problems.

Hands-on Oracle PL/SQL experience, including stored procedures, triggers, pa