About the role
We’re looking for a Software Support Team Lead to guide, mentor and support our team of Software Support Engineers in delivering best-in-class support to our customers.
In this role, you’ll be responsible for building a high-performing team, ensuring smooth day-to-day support operations, and helping our engineers do their best work. You’ll work closely with the Head of Product Support and Support Operations Manager to drive operational improvements, monitor performance against SLAs and KPIs, and provide valuable insights into team successes and challenges.
You’ll also act as a key escalation point for support engineers, leading responses to incidents and service outages, and collaborating cross-functionally to reduce commercial risk and improve the overall customer support experience.
This is a great opportunity for someone who combines people leadership, technical understanding, and a data-driven mindset to improve processes, develop talent, and shape an excellent support function.
Because many of our products allow customers to build their own functionality using Groovy and/or JavaScript, a good understanding of coding is essential for this position.
What you'll be doing
People leadership
- Lead, mentor and develop a team of highly skilled Support Engineers
- Set clear expectations and provide regular feedback through 1-2-1s and performance reviews
- Support the professional development of your team members
- Manage team workload, priorities and planned leave to help ensure SLA and KPI targets are met
- Support hiring activities and help maintain effective onboarding resources
- Create training materials that help the team confidently handle new and complex issues
- Help resolve team challenges and conflicts in a constructive way
Support leadership
- Take ownership of customer outcomes and ensure support tickets are resolved to a high standard
- Act as an escalation point for tickets or situations involving commercial risk
- Lead incident management processes, support the team during critical incidents, and run post-mortem reviews
- Identify opportunities to improve the experience for customers, the business and the support team
- Build strong business cases for ideas and influence stakeholders to drive positive change
- Build strong relationships with Customer Success, Product and Development teams
- Share data-driven voice-of-the-customer insights across the business
- Translate business and product strategy into actionable updates for the team
- Chair stand-ups, facilitate workshops and lead team meetings
- Foster a collaborative, respectful and inclusive team culture
Support operations
- Work with support metrics such as CSAT, FRT, RoR, SLA performance and ticket volumes
- Collaborate with leadership and cross-functional teams to meet KPIs, SLAs and OKRs
- Monitor support queues and ensure work is delivered in line with best practices and standards
- Analyse trends and identify opportunities to improve team performance and customer experience
- Highlight quality concerns and operational challenges, providing clear recommendations to management
- Work with the Support Operations Manager to improve tooling and automations
- Assess the impact of process changes and share feedback with relevant stakeholders
- Contribute to knowledge base content, internal documentation and training materials
