Technical Support Lead

2 months ago

London Area, United Kingdom TurinTech AI Full time

Location: London, UK (on-site)

Salary: Competitive, based on experience


About Us:

TurinTech AI code optimisation products enable companies to operate faster, greener, and more efficiently with GenAI. The company is on a mission to innovate new solutions and respond to demand from sectors requiring rapid digital and AI transformation. Our people are our superpower and have built the trust for this company to have earned the rank of being the industry standard in AI-powered code optimisation.


We envision a future where our AI solutions drive transformation across industries, improve productivity and pave the way for sustainable technological advancements.


Role overview/Key Responsibilities:

As the Technical Support Lead, you will be the first point of contact for our B2B customers, helping them troubleshoot, resolve technical issues, to help them fully leverage our platform. You’ll also be responsible for building the foundation of our support team, creating efficient processes, and scaling the support function as our customer base expands. This is an exciting opportunity for someone who wants to take ownership of support operations at a fast-growing AI company. Your key responsibilities:

  • Serve as the primary contact for customer inquiries, managing and resolving technical issues related to TurinTech’s AI products.
  • Be part of the on-boarding process to provide customers with a smooth and seamless experience.
  • Lead the creation and optimization of technical support workflows, ensuring a seamless and efficient support process.
  • Build and maintain a robust knowledge base with FAQs, troubleshooting guides, and product documentation for both customers and internal teams.
  • Monitor, track, and report on key support metrics (e.g., response times, customer satisfaction) to continuously improve the customer experience.
  • Collaborate with product and engineering teams to address customer feedback, suggest feature improvements, and ensure timely bug fixes.
  • Lead and mentor future support hires as the function scales.
  • Ensure a positive customer experience by maintaining high standards of communication, professionalism, and empathy.


Requirements:

  • Proven experience in a technical support role, ideally in a B2B SaaS and/or AI-focused environment.
  • Strong understanding of AI technologies, software platforms, and cloud services.
  • Excellent problem-solving skills with the ability to troubleshoot complex technical issues.
  • Exceptional communication skills, both written and verbal, to explain technical concepts to a technical/non-technical audience.
  • Experience with support tools and platforms(e.g., Zendesk, Jira, Intercom or similar)
  • Process-driven, with a keen eye for detail and a passion for continuous improvement.
  • A proactive, self-starting attitude with a desire to take ownership of the support function.
  • Leadership experience or a strong desire to develop into a leadership role is a plus.
  • The type of person who would thrive at TurinTech is someone who is innovative, collaborative, adaptable, and growth oriented. You are driven by a desire to make an impact, embrace challenges with optimism, eager to learn and are excited about contributing to a dynamic and evolving work environment.


What we offer:

  • Competitive salary
  • Private healthcare
  • Gym membership
  • Central London office
  • All the equipment you need
  • Opportunity to work with cutting-edge technologies and a talented team
  • Professional development and growth opportunities
  • A collaborative and inclusive work environment


TurinTech has been selected for Breakthrough Culture Award – Growth Edition 2024


If you're passionate about AI and enjoy solving complex technical problems while delivering exceptional customer service, we’d love to hear from you


*No recruitment agencies please*

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