Technical Support Lead

Technical Support Lead

Newcastle - Hybrid

Are you ready to take ownership of a dynamic customer support operation in a hands-on role with manager-level responsibilities? We’re on the lookout for a Technical Customer Support Lead to be the driving force behind our support strategy, ensuring every interaction — both external and internal — is seamless, efficient, and impactful.

About the Role

As Technical Customer Support Lead, you’ll be at the heart of our operations, overseeing our Zendesk ticketing system and managing customer and team requests from start to finish. Whether it’s feature requests, bug reports, or onboarding support, you'll be the go-to expert ensuring nothing falls through the cracks. This is your chance to take charge, define workflows, and use data to shape the future of our support operations.

Key Responsibilities

• Full ownership of our Zendesk system — from configuring workflows to ensuring ticket accuracy and speed.
• Manage all incoming support — external requests and internal operational needs like access issues and incident escalations.
• Partner closely with Product to prioritise bug fixes and monitor resolution progress.
• Maintain transparent communication with customers, managing expectations until issues are resolved.
• Analyse ticket trends to reduce contact volumes through effective help desk resources, proactive communication, and feature updates.
• Apply ITIL best practices to handle incidents, categorise tickets, and solve problems efficiently.
• Develop and maintain a robust, user-friendly knowledge base.
• Write product resources and guides that enhance the customer experience and encourage self-service.
• Test and validate new product features ahead of release, ensuring quality and readiness.

What You’ll Bring

To thrive in this role, you’ll need to be organised, proactive, and customer-centric, with proven experience in technical support and ticket management. Here’s what we’re looking for:

• Technical expertise in Zendesk (or similar platforms) with skills in configuration, automation, and reporting.
• ITIL knowledge and experience applying best practices to support processes.
• A track record of excelling in customer/technical support roles with ticket ownership.
• Ability to quickly learn and master complex SaaS products.
• Experience creating clear and engaging knowledge base content.
• Skills in writing product resources that empower self-service and improve usability.
• A knack for testing and assessing new product features.
• Exceptional communication skills, translating technical details into plain language.

If you're passionate about elevating customer support, thrive in fast-paced environments, and want a career opportunity where you run your own operation with the autonomy to shape and improve support processes.