Technical Support Team Lead

1 week ago

London, Greater London, United Kingdom Hatched Recruitment Group Full time
Job Title: Support Manager

Location: Remote or Hybrid Possible for Significant Accountancy Industry Experience

Type: Full-Time

We are a rapidly growing fintech startup revolutionizing cloud-based financial services. Our innovative platform is designed to simplify financial processes for individuals and businesses by leveraging cutting-edge cloud technologies.

Job Summary

As a First Line Support Manager, you will oversee the daily operations of the first-line support team, ensuring that customer inquiries and technical issues are resolved efficiently and professionally, that SLAs are being met, reports are ran, etc.

Key Responsibilities
  • Manage, mentor, and motivate a team of first-line support specialists, ensuring high levels of performance and professionalism in responding to customer queries.
  • Oversee day-to-day operations of the support team, ensuring adherence to SLAs and providing guidance on complex issues.
  • Track team KPIs, including response times, resolution rates, and customer satisfaction, using these metrics to drive improvements in support processes.
  • Provide ongoing training and development to first-line support staff, ensuring they have the technical knowledge and customer service skills necessary to excel.
  • Ensure proper escalation of complex technical issues to second-line support, engineering, or product teams, following up on escalated cases to ensure resolution.
  • Continuously assess and refine support processes, identifying bottlenecks or inefficiencies, and implementing changes to enhance the customer support experience.
  • Ensure that customer inquiries are handled with empathy, professionalism, and a focus on delivering the best possible experience.
  • Work closely with second-line support, product, and engineering teams to ensure smooth communication, timely resolution of customer issues, and product feedback loops.
  • Produce regular reports on team performance, customer satisfaction, and recurring issues, presenting actionable insights to senior management.
Requirements
  • 3-5 years of experience in customer support or technical support roles, with at least 2 years in a leadership or management position, ideally within a fintech, SaaS, or cloud-based environment.
  • Leadership Skills: Proven experience managing a support team, with a focus on coaching, performance management, and staff development.
  • Technical Knowledge: Familiarity with cloud technologies, SaaS platforms, and basic troubleshooting of web or mobile applications. Understanding of APIs, system integrations, or financial platforms is a plus.
  • A passion for delivering exceptional customer service, with a deep understanding of customer needs and a commitment to ensuring a positive experience.
  • Organizational Skills: Strong multitasking and time management abilities, with experience managing competing priorities in a fast-paced, high-pressure environment.
  • Experience in fintech, payments, or financial services industries.
  • Familiarity with CRM systems (e.g., AWS, Google Cloud) and basic networking or system troubleshooting.
  • Experience implementing support automation tools (chatbots, self-service systems).

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