At a Glance
- Tasks: Support enterprise customers on the Climate X platform and troubleshoot technical issues.
- Company: Join a purpose-driven company focused on climate change solutions.
- Benefits: Enjoy hybrid working, generous holiday, and a monthly training budget to boost your skills.
- Other info: Be part of a diverse team in a dog-friendly office with fun social events.
- Why this job: Make a real impact in climate tech while developing your career in a supportive environment.
- Qualifications: Experience in B2B SaaS support and strong problem-solving skills are essential.
The predicted salary is between 45000 - 55000 £ per year.
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.
- 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.
Tech Support Lead – Enterprise SaaS & APIs employer: Climate X
At Climate X, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. As a Tech Support Lead, you will not only contribute to meaningful climate solutions but also benefit from extensive employee growth opportunities, including a generous training budget and regular pay reviews. Our hybrid working model, supportive mental health initiatives, and vibrant office environment, complete with a dog-friendly policy, make Climate X a truly rewarding place to advance your career while making a positive impact.
StudySmarter Expert Advice🤫
We think this is how you could land Tech Support Lead – Enterprise SaaS & APIs
✨Tip Number 1
Network like a pro! Reach out to folks in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for those interviews! Research the company and practice common questions. We want you to show off your troubleshooting skills and customer-centric mindset with confidence.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can keep you top of mind. Plus, it shows you’re genuinely interested in the role and the company.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. We’re excited to see what you bring to the table!
We think you need these skills to ace Tech Support Lead – Enterprise SaaS & APIs
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in B2B SaaS support and technical troubleshooting. We want to see how your skills align with the role, so don’t hold back on showcasing your relevant achievements!
Show Off Your Communication Skills:Since excellent written communication is key for this role, ensure your application is clear, concise, and free of jargon. We love a good story, so feel free to share examples of how you've effectively communicated technical concepts to non-technical audiences.
Highlight Your Organisational Skills:We’re looking for someone who can juggle multiple priorities in a fast-paced environment. Use your application to demonstrate how you’ve managed various tasks or projects simultaneously, especially in a customer-centric setting.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team at StudySmarter!
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.
✨Prepare for Cross-Functional Collaboration
Think about examples from your past experiences where you've worked with different teams like Product or Engineering. Be ready to share how you navigated those collaborations and resolved issues, as this role requires strong teamwork skills.
✨Showcase Your Customer-Centric Mindset
Be prepared to discuss how you’ve put customers first in previous roles. Share specific instances where you’ve improved customer experience or resolved complex queries, highlighting your problem-solving skills and attention to detail.
