Saas Technicalsupport Team Lead

2 weeks ago

Southampton, United Kingdom Fresh Relevance Full time

**About Us**:
Founded by a highly experienced team of marketing technologists with an incredible track record of leading the digital marketing industry, Fresh Relevance have worked with many of the biggest e-commerce brands. The goal was to create a platform using the latest database architecture that empowers all marketers to run highly personalized, automated, real-time communications.

It allows companies to mirror the mega brands but without a mega brand budget Not only does our proposition solve real challenges that exist in the market place, it generates revenue for our clients and reduces costs.

**Company**:
Fresh Relevance is a small and rapidly growing company, based at the attractive University of Southampton Science Park (map) in Chilworth, with a sales team in London, a US office in Boston and resellers worldwide. We’ve tripled in size in the past year, and expect to continue to grow, both in the UK and overseas.

We have an informal and flexible work environment and are very responsive to ideas from staff and interns alike.

Aside from becoming a specialist in our own platform, there are plenty of opportunities to grow and expand your skillset, develop new skills and drive facets of the business.

**Role**:
We’re looking for a Technical Support Team Lead to join our Client Services team based out of our Southampton Science Park office; either in the office, from home or hybrid working.

**Responsibilities**:
The successful applicant will take on day-to-day management of the team, setting the standard and direction, while handling regular 1-1s with the team members and acting as a representative of the team to other departments. You will also work directly with our clients solving their problems and helping them to make good use of our system. It is a very varied role, with responsibilities including:

- Investigating and problem-solving client issues with our platform and content built in HTML, CSS and JavaScript
- Training and explaining the platform to customers
- Onboarding new customers
- Managing a team across two office locations
- Undertaking team one-to-ones and appraisals
- Reporting on team progress
- Liaising with other teams to endure smooth onboarding, support and service delivery for all customers

**Requirements and Necessary Skills**:

- 2+ years’ prior experience in a similar leadership role
- Experience of managing staff performance
- Good interpersonal skills with friendly and helpful manner
- Ability to explain complex problems to non-technical people and document where required
- Strong written and verbal communication skills
- Strong analytical/problem solving skills
- Desire to learn new systems and skills
- Ability to work quickly to resolve technical issues with mínimal oversight
- Excellent attention to detail

**Desirable**:

- Prior experience managing a large team (5+)
- Demonstrable HTML and CSS experience
- JavaScript or other programming experience would be an advantage
- Experience of providing training (internal and to end users)
- Experience of digital marketing

**Compensation package**:
Competitive salary

Workplace pension

Professional development budget

Wellness allowance

Stock options

Fun company culture with regular team outings

**Location**:
Hybrid / Southampton

**Department**:
Customer

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