Customer Sucess Team Lead - Deliveroo for Work (DfW)

Job Description

Customer Success Team Lead (Deliveroo for Work)

The Team

Deliveroo for Work (DfW) is on a mission to deliver amazing food experiences at the workplace, offering an allowance-based food solution for all work occasions. We have a growing number of companies who choose Deliveroo for Work across the UK, Ireland, France, Belgium, Italy, UAE, and Singapore. The growth opportunity remains huge, with 2025 being an important year for the business.

You'll sit within the UKI Team, reporting to the Head of DfW, UKI. You will lead our global customer service team, leveraging your customer service and operational leadership experience to build and execute a best in class customer service playbook. Your role will involve leading and building strategic initiatives to improve customer outcomes, setting and delivering (through your team) our quarterly customer service targets, embedding scalable solutions, and collaborating cross-functionally. You will be a passionate leader, obsessed with delivering excellent customer service, and motivated by coaching and developing people while creating a high-performing, scalable support function. You will work under a hybrid work model with (at least) 3 days a week in the Manchester office.

The Role:

• Team Leadership: provide guidance, mentorship and leadership to a Customer Success team of six, fostering a culture of excellence and collaboration to meet our ambitious growth targets.

• SMB Strategy: Define and execute the servicing strategy for our SMB (small and medium businesses) segment, designing scalable, programmatic solutions that deliver consistent, high-quality support to thousands of customers across markets and unlock growth potential, including sales, account management and automation.

• Performance Management: Set and monitor performance against KPIs for the CSC team. Regularly monitor team and individual performance against these metrics, using data to drive accountability, identify improvement areas, and implement targeted coaching and development plans.

• Operational Excellence and Process Design: Build and continuously optimise customer service and SMB processes to ensure high efficiency and an exceptional customer experience. Drive automation, tooling enhancements, and knowledge base development to empower both customers and agents.

• Cross-functional collaboration: Act as the voice of the SMB customer internally, working closely with product, commercial, and support teams to inform priorities.

• Reporting & Insights: Develop and maintain regular reporting to track service and team performance, uncover insights, and influence broader DfW strategy with data-led recommendations.

• Case Triage: Oversee routing of inbound SMB queries and ensure seamless triaging and management of accounts within an agreed framework, ensuring fast, accurate, and proactive responses to customer needs.

Requirements:

• Proven experience in leading customer service, customer success or SMB teams, ideally within a fast-paced B2B environment

• Demonstrated ability to build and scale support programs

• Strong strategic thinking and program management capabilities

• Passionate about delivering excellent customer experience at scale

• Experience working cross-functionally with commercial, product, and operations teams

• Data-driven with experience in using tools like Salesforce, or equivalent systems

• Strong coaching and communication skills, with a track record of developing high-performing teams