Head of Technical Customer Support

This Head of Customer Support role will champion the customer post-purchase journey.  You will balance strategic leadership with technical, hands on troubleshooting.  Leading a lean team of two Support Technicians, your mission will be to elevate the support standards, optimise ticketing workflows, and ensure customers receive fast, accurate and empathetic resolutions to complex technical challenges. 

The Head of Customer Support Role 

Some key responsibilities are as follows:

• Leadership and Team Management – Mentor and coach two Support Technicians, fostering a culture of continuous learning, accountability and technical excellence. 
• Technical Support Excellence – Act as point of contact for complex technical issues relating to satellite hardware, cellular Internet of Things devices and network connectivity.  Step into the queue when needed to diagnose firmware bugs, network routing anomalies and hardware malfunctions.  Oversee the creation of internal documentation and customer facing help centre articles.
• Customer experience & Strategy – Advocate for the customer needs by collaborating closely with Product, Engineering and Sales teams to drive product improvements.  Continuously refine ticketing systems and support workflows.

The Ideal Candidate

You will ideally have 3+ years’ experience in a Technical Support leadership or supervisory role, ideally having had exposure to high tech hardware/software, telecoms, satellite communications, or IoT. 

Technical competence will include foundational knowledge of networking protocols, cellular, or satellite communication systems.  You will need the ability to confidently troubleshoot hardware/software interfaces.

People skills are important, you will have a track record of delivering ‘exceptional’ customer experiences and turning frustrated users into brand advocates.

In terms of personal skills, you don’t just delegate, you lead by example and love helping your team grow.  You’ll be genuinely curious and enjoy digging into technical puzzles until you find the root cause.  Finally, you’ll be able to translate highly technical jargon into simple, reassuring language for customers.

Additional Information

The environment is down to earth, relaxed but professional where everyone loves coming to work and wants to do their best.

Thank you for making an application.  We will shortlist quickly and if you are successful in reaching next stage we will contact you within 3 days of application.  If you have not heard from us within 3 days unfortunately you have not been successful on this occasion.