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Tech Support Manager

2 months ago

London, Greater London, United Kingdom Learn Amp Full time
About Learn Amp

We're a fast-growing, award-winning business on a mission to unlock each organisation's potential through the development and alignment of its people. Our goal is to make work-life, work better.

To achieve this, we've built a unique Employee Development Platform that helps our global customers drive learning, connectivity, and performance in their people - in one place. We're disrupting the people development industry, and we're looking for talented individuals to join our team.

We're a team that cares about our people and wants to make a positive impact. We're looking for someone who shares our values and is passionate about delivering exceptional customer support.

The Opportunity

As Tech Support Manager at Learn Amp, you will lead a small and growing team of Tech Support Representatives, ensuring efficient and proactive customer support for our global customers. You'll take charge of managing our ticketing system, Jira, guiding the team in troubleshooting technical issues, and collaborating with our Product and Engineering teams for continuous improvement.

This role will require you to drive the team's success through clear processes, effective prioritisation, and a strong focus on customer satisfaction. As a key player in our scale-up journey, you'll have the opportunity to shape how our tech support evolves alongside our product growth.

Key Responsibilities

1. Team Leadership

  • Lead, mentor, and support a team of two (for now) Tech Support Representatives
  • Train team on troubleshooting and best practices, ensuring KPIs are met
  • Foster a customer-centric approach

2. Ticket management & Escalations

  • Oversee Jira ticketing system for efficient ticket resolution
  • Manage escalation policies for complex issues

3. Process Optimisation and Automation

  • Continuously refine support processes and drive automation
  • Ensure accurate ticket categorisation and documentation via Confluence

4. Trend Analysis and Insights

  • Analyse support data to identify trends and inform product improvements
  • Share actionable insights with product and engineering teams, including close partnership to resolve

5. Customer Satisfaction and Success

  • Work closely with Customer Success to ensure a smooth onboarding and support
  • Drive improvements in response times and resolution rates

Requirements

Required skills
  • Experience managing B2B SaaS tech support with knowledge of Jira (or similar tools)
  • Strong troubleshooting and leadership skills, driving team performance
  • Proficient in process optimisation, automation, and data analysis
  • Excellent communication and customer service focus
  • 2-3 years in tech support management, ideally in a start-up or scale-up environment
Values

We hire for values-fit, not culture fit. We look for people who share our values and want to contribute to our culture.

  • Integrity: we're open, authentic, comfortable being vulnerable, and practice 'benevolent honesty'
  • Innovation: we have a natural curiosity and are comfortable with creative tension
  • Impact: we focus on delivering a positive impact, quickly; we're solutions and action-oriented
  • Ownership: We're self-starters and motivated to manage ourselves; we're resilient

Benefits

Salary and perks
  • Salary: £40,000—£55,000 (dependent on prior experience)
  • 25 days paid holiday, increasing to 27 at two years and up to 30 days at 5 years
  • Bank Holiday Substitution: request to use your bank holidays elsewhere in the year
  • 25 days' work from anywhere, increasing to 30 after two years and up to 40 at 5 years
  • Paid Sabbatical leave option after 5 years
  • Employee options scheme (available after 12 months)
  • Hybrid work model with lots of flexibility. Central London office (London Bridge)
  • Work laptop as well as additional £250 new joiner equipment budget
  • Private medical insurance and additional mental health cover with Vitality
  • Annual Eye Test
  • Employee Wellbeing Platform: TalkLife Workplace
  • Cycle To Work Scheme
  • Employee Perks Program: Perks at Work
  • Monthly company-wide social events, as well as weekly Lunch and Learn sessions
  • Commitment to your ongoing learning and development with our L&D offering – it's in our DNA
  • Internal mentor and external coach

We're an equal opportunities employer and welcome applications from diverse candidates. We're committed to creating an inclusive environment where everyone feels valued and supported.

We're a company that values diversity and inclusion, and we're committed to making work-life, work better for everyone. If you're passionate about delivering exceptional customer support and want to join a team that cares, please apply.