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Technical Support Team Lead

3 months ago

Huddersfield, United Kingdom The Core Agency Limited ta Humnize Full time
Are you passionate about leading a dynamic team of technically skilled problem solvers, providing top-notch solutions to customers?

Join us at Katchr as a Technical Support Team Leader, where you'll oversee our dedicated Support Team, driving excellence and efficiency in customer interactions.

At Katchr, we empower businesses by turning data into actionable insights. We're looking for a proactive and enthusiastic Technical Support Team Leader to help our customers unlock the full potential of their data.

Your Mission:

As the Technical Support Team Leader, you will:

  • Collaborate and Resolve:Work closely with our product and engineering teams to diagnose and resolve issues, using your SQL skills to investigate data problems and implement fixes. You'll ensure that customer issues are resolved and feedback is incorporated into our development cycle
  • Lead and Inspire:Manage the Customer Support Team, fostering a positive and productive work environment. You'll conduct quarterly performance reviews, provide constructive feedback, and mentor junior team members to ensure continuous growth.
  • Strategise and Optimise:Develop and implement strategies to streamline case handling, reduce ticket volume, and enhance team efficiency. You'll be the driving force behind our 'customer first' strategy, ensuring that our customers' needs are always prioritised.
  • Coordinate and Communicate:Oversee the day-to-day operations of the support team, manage team metrics, and ensure proactive communication with customers. You'll be the first point of escalation, handling both positive and negative feedback with professionalism and care.
Your Responsibilities:
  • Use SQL skills for problem diagnosis, solving data issues, and making adjustments/fixes.
  • Manage daily CS Support Team metrics and prioritise workloads.
  • Maintain proactive communication with customers throughout case resolution.
  • Ensure compliance with Katchr's ISO27001 data security framework.
  • Collaborate with Customer Success Managers to identify opportunities for revenue expansion and training
  • Answer phones, log, and triage new support cases and requests to help out the customer service team when needed
What We Offer:
  • A flexible working environment.
  • Opportunities for professional development and growth.
  • A supportive and innovative team culture.
Salary & Benefits

We strive to create a great working environment that offers not only top merit-based compensation and challenging projects, but also a competitive salary and benefits that actually mean something:

  • Basic salary up to £40k
  • 25 days holiday plus Bank Holidays
  • Plus, for every five years you spend with us, well give you the opportunity to?take?a sabbatical so you can start ticking off that bucket list.
  • A company performance related profit-sharing annual bonus because we believe everyone should share in our successes.
  • Flexible working to help support our busy lives
  • Company pension scheme
  • Most importantly, a warm, friendly, close-knit team of talented people

Apply now and be a part of our mission to help businesses harness the power of their data.

We can't wait to meet you