At a Glance
- Tasks: Support enterprise customers and manage technical queries on the Climate X platform.
- Company: Join a purpose-driven tech company backed by top investors like Google Ventures.
- Benefits: Enjoy hybrid working, generous holiday, and a monthly training budget to boost your skills.
- Other info: Be part of a diverse team with a dog-friendly office and fun quarterly socials.
- Why this job: Make a real impact on climate change while developing your career in a dynamic environment.
- Qualifications: Experience in B2B SaaS support and strong problem-solving skills are essential.
The predicted salary is between 50000 - 65000 € per year.
About us
Climate X is a purpose-driven technology company, backed by GV (Google Ventures), Western Technologies, Commerz Ventures, Pale Blue Dot, Deloitte, and other world-class investors. We’re a wonderfully diverse, growing team with physical offices in London and New York City. Demand for Climate X is growing fast, and we need to build our team! You’ll be at the front of a nascent industry, working as part of a fantastic and diverse team, doing things that you can be proud of.
Our mission
To deepen the understanding of our changing planet and inspire meaningful action.
What we do
We’re helping the world become more resilient to the impacts of physical climate risks (including floods, fires, storms and more). In doing so, we help drive positive global impact aligned to many of the UN’s Sustainable Development Goals (SDG’s). Our team builds cutting-edge, peer-reviewed science and translates that into financial impacts that our customers in the financial services industry use to identify, manage and mitigate those risks. Climate X’s customers include the world’s largest banks, asset managers and insurance companies including CBRE, Federated Hermes, Schroders as well as a partnership ecosystem that includes Deloitte, Capgemini and AWS. Combined, they manage over $6.5 trillion of assets. Customers choose us thanks to our ecosystem of products that help solve real human problems and drive tangible business benefits.
THE IMPACT YOU’LL OWN
- Part of the Customer Success org, you will support enterprise customers and partners across the Climate X platform, managing inbound support queries and ensuring timely, high-quality resolution.
- Work cross-functionally with Product, Science, Engineering, and Customer Success teams to investigate customer issues and manage escalations through established workflows.
- Troubleshoot platform issues related to APIs, SSO configurations, user permissions, integrations, and platform workflows, collaborating with Engineering where needed.
- Administer and maintain Zendesk, including ticket workflows, automations, dashboards, reporting, and operational hygiene.
- Support customer user lifecycle management, including onboarding support, API key provisioning, feature access management, and user deactivation processes.
- Share recurring support trends, operational insights, and customer feedback with internal stakeholders to help improve customer experience and platform usability.
- Coordinate customer-facing documentation updates across internal teams, ensuring consistency, quality, and publishing standards are maintained.
- Contribute to the ongoing improvement of support operations, workflows, documentation, and internal processes as the company scales.
ESSENTIAL SKILLS
- Experience working in a B2B SaaS support, customer operations, technical support, or customer experience environment.
- Strong troubleshooting and problem-solving skills, with the ability to investigate technical platform issues and coordinate resolution across teams.
- Experience using support platforms such as Zendesk, Intercom, Jira, or similar tooling.
- Proven experience working cross-functionally with Product, Engineering, and Customer-facing teams.
- Excellent written communication skills and strong attention to detail.
- Highly organised, with the ability to manage multiple priorities in a fast-paced environment.
- Customer-centric mindset with a proactive and collaborative approach.
- Ability to communicate technical concepts clearly to non-technical audiences.
DESIRABLE SKILLS
- Experience supporting enterprise SaaS customers.
- Familiarity with APIs, SSO configurations, integrations, or technical troubleshooting workflows.
- Experience administering Zendesk workflows, reporting, or automations.
- Experience coordinating customer-facing documentation or knowledge bases.
- Exposure to support analytics, operational reporting, or customer feedback processes.
- Familiarity with platforms such as Planhat, HubSpot, Mixpanel.
- Interest in climate technology, sustainability, or data-driven products.
- Experience working within a startup or scale-up environment.
BENEFITS
- Contribute to a business making purposeful impact related to climate change.
- Monthly training & conference budget to help you upskill and develop your career (£1,000 per year).
- 6 monthly appraisals and 12 monthly pay reviews.
- Pension contribution scheme.
- Hybrid working (3 days/week in office).
- Mental Health and Wellbeing support via Oliva.
- 25 days holiday, plus Bank Holidays, annual 3-day Christmas-closure, and half day on your birthday (36.5 days total!).
- Optional quarterly socials, dinners, and fun nights out.
- A fully stocked supply of snacks, fruit, and refreshments for the days when you are in the office.
- Cycle to work scheme via gogeta.
- Enhanced maternity and paternity.
- Pawternity.
- Dog friendly office (official residence of Alfie, Chief Mischief Officer).
EQUAL OPPORTUNITIES
Climate X are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are committed to creating an inclusive environment for all employees and welcome applications from individuals of all backgrounds.
Technical Support Lead in London employer: Climate X
At Climate X, we pride ourselves on being a purpose-driven technology company that not only values diversity but also fosters a collaborative and innovative work culture. Our London office offers employees the chance to contribute to meaningful climate solutions while enjoying benefits such as hybrid working, generous holiday allowances, and a commitment to professional development through training budgets and regular appraisals. Join us in making a positive impact on our planet while growing your career in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Lead in London
✨Tip Number 1
Get to know the company inside out! Research Climate X's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common technical support scenarios. Think about how you'd troubleshoot issues related to APIs or user permissions. Being ready to demonstrate your problem-solving skills will impress the hiring team.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can keep you top of mind. Plus, it shows your proactive attitude, which is key in customer support roles.
We think you need these skills to ace Technical Support Lead in London
Some tips for your application 🫡
Show Your Passion for Climate Tech:When you're writing your application, let your enthusiasm for climate technology shine through! We want to see how your values align with our mission to tackle climate change and make a positive impact.
Tailor Your Experience:Make sure to highlight your relevant experience in B2B SaaS support or technical roles. We love seeing how your skills can contribute to our customer-centric approach, so don’t hold back on the details!
Be Clear and Concise:We appreciate excellent written communication skills, so keep your application clear and to the point. Use straightforward language to explain your technical expertise and problem-solving abilities.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity with Climate X.
How to prepare for a job interview at Climate X
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around APIs, SSO configurations, and troubleshooting workflows. Being able to discuss these topics confidently will show that you're ready to tackle the challenges of the role.
✨Familiarise Yourself with Zendesk
Since you'll be administering Zendesk, it’s crucial to understand its functionalities. Get comfortable with ticket workflows, automations, and reporting features. This will not only help you answer questions but also demonstrate your proactive approach.
✨Show Off Your Customer-Centric Mindset
Prepare examples of how you've successfully supported customers in the past. Highlight your ability to communicate technical concepts clearly to non-technical audiences, as this is key for the role at Climate X.
✨Be Ready to Collaborate
Expect questions about cross-functional teamwork. Think of instances where you've worked with Product, Engineering, or Customer Success teams to resolve issues. This will showcase your collaborative spirit and problem-solving skills.
