Software Support Technical Team Lead

Who We Are

At AMCS, sustainability means business - and careers that create impact. From our roots in Ireland to our teams across Europe, North America and Australasia, we are bringing together ambitious people to help reshape the industries that sustain our world.

What We Build

We build intelligent, cloud-based SaaS solutions that turn complex operations into smarter, more sustainable performance. Powered by AI, data and deep industry expertise, our technology helps customers optimise routes, manage recycling, improve compliance, unlock insight and move faster toward a more efficient, circular future.

Why Join AMCS

Join AMCS and be part of a global team where purpose meets performance. Here, you can grow your career, challenge what’s possible and work on technology that makes a measurable difference - for our customers, our communities and the planet

Role Overview

The Team Leader is responsible for leading several smaller teams to deliver an excellent, consistent customer experience. You will run the day-to-day operation, drive performance against KPIs, manage customer escalations, and champion a culture of continuous improvement. You will coach and develop your people, remove blockers, and act as the link between the teams, senior management and the wider business.

Key Responsibilities

Team Leadership

• Lead, motivate and support multiple small teams, setting clear daily priorities and expectations.

• Run daily stand-ups/huddles, allocate and balance workload, and ensure appropriate coverage.

• Hold regular one-to-ones, coaching sessions and performance reviews; set and track individual development goals.

• Foster an inclusive, accountable and collaborative team culture.

• Manage absence, leave, rotas and capacity planning.

• Address performance and conduct issues promptly and fairly, in line with company policy.

KPI and Performance Management

• Own and deliver team KPIs and SLAs (e.g. response and resolution times, backlog, customer satisfaction, customer communications).

• Monitor performance daily using dashboards and reports; spot gaps, trends and risks early and act on them.

• Produce regular performance reporting and insight for senior management.

• Ensure team members understand their targets and how their work contributes to wider goals.

Escalation Management

• Act as the point of escalation for complex, high-priority or at-risk customer issues.

• Take ownership of escalations end to end: coordinate with internal teams (e.g. Development, Product, Account Management), keep customers informed, and drive timely resolution.

• Identify root causes and recurring issues, and feed these back to improve products, processes and knowledge.

• Maintain customer relationships and rebuild confidence following service failures.

Continuous Improvement

• Proactively identify inefficiencies, process gaps and opportunities to improve productivity and customer experience.

• Lead and implement improvement initiatives, measuring and communicating the results.

• Encourage team members to contribute ideas and take ownership of improvements.

• Promote knowledge sharing and keep documentation, processes and best practices up to date.

Collaboration and Governance

• Work closely with other team leaders and cross-functional departments to ensure consistent service.

• Represent the team in internal meetings and customer reviews as required.

• Ensure adherence to company policies, quality standards, and data protection and security requirements.

• Support the delivery of change projects, system updates and new ways of working.

Skills and Experience

Essential

• Ability to conduct responsibilities and communications

• Proven experience leading or supervising a team in a customer-facing, support or service environment.

• Demonstrated ability to manage and drive KPIs and SLAs.

• Experience handling customer escalations and managing difficult conversations with confidence.

• A continuous improvement mindset

• Strong coaching, communication and people-management skills.

• Strong organisational skills and the ability to prioritise and manage competing demands.

• Confident using data and reporting tools to analyse performance and inform decisions.

• Experience using CRM/case management systems (e.g. Salesforce or similar).

Desirable

• Technical background or knowledge (e.g. software, systems, troubleshooting or IT support). This is an advantage but not a requirement.

• Experience leading multiple teams or working in a multi-site/multi-region environment.

• Continuous improvement training or certification (e.g. Lean, Six Sigma, ITIL).

• Experience in a software, SaaS or technology environment.

• Formal leadership or management qualification.

Key Competencies

• Leadership: Inspires and guides others; leads by example and holds people to account.

• Customer focus: Puts the customer at the centre of every decision.

• Ownership and accountability: Takes responsibility for outcomes and follows through.

• Analytical thinking: Uses data to find root causes and make sound decisions.

• Resilience: Stays calm and effective under pressure.

• Adaptability: Embraces change and helps teams do the same.

• Communication: Clear, empathetic and credible with customers, teams and senior stakeholders.

Measures of Success

• Team KPIs and SLAs consistently met or exceeded.

• Improved customer satisfaction and reduced escalation volumes and ageing.

• Engaged, developing teams with strong retention and low unplanned absence.

• Measurable efficiency gains from improvement initiatives.

• Timely, accurate reporting and proactive risk management.

What We Offer

• Hybrid working model that supports flexibility and collaboration.

• Day 1 healthcare coverage for you and up to three dependents.

• 25 annual leave days.

• Transportation support through our shuttle service.

• Free onsite meals and coffee.

• Allowances and employee benefits designed to support your wellbeing.

• Continuous learning and professional development opportunities.

• Global collaboration and exposure across teams and regions.

• The opportunity to work on technology that helps create a more sustainable future.

Ready to Make an Impact?

Apply today and help us build a better future for our customers, our communities, and our planet.