At a Glance
- Tasks: Support enterprise customers on the Climate X platform and resolve technical issues.
- Company: Join a purpose-driven company focused on climate change solutions.
- Benefits: Generous holiday, hybrid work, training budget, and mental health support.
- Other info: Enjoy a dog-friendly office and fun quarterly socials!
- Why this job: Make a real impact while developing your skills in a dynamic environment.
- Qualifications: Experience in B2B SaaS support and strong problem-solving skills.
The predicted salary is between 40000 - 50000 £ 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.
Technical Support Lead employer: Climate X
At Climate X, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. As a Technical Support Lead, you will not only contribute to meaningful climate solutions but also benefit from extensive professional development 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 grow your career.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Lead
✨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 its products, especially anything related to climate tech. Show them you’re not just another candidate, but someone who genuinely cares about their mission.
✨Tip Number 3
Practice your troubleshooting skills! Get familiar with common issues in SaaS platforms and think through how you’d resolve them. This will help you shine during technical interviews.
✨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. Plus, we love seeing candidates who are proactive!
We think you need these skills to ace Technical Support Lead
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, and how you kept everything on track.
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 the role. Plus, it shows you’re keen to join 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, take some time to explore its features. Understand ticket workflows, automations, and reporting capabilities. This will not only help you answer questions but also demonstrate your proactive approach to the role.
✨Prepare for Cross-Functional Collaboration
Think about examples from your past experiences where you've worked with Product, Engineering, or Customer Success teams. Be ready to share how you navigated challenges and contributed to successful outcomes, as this is key for the Technical Support Lead position.
✨Showcase Your Customer-Centric Mindset
Be prepared to discuss how you've handled customer queries in the past. Highlight your problem-solving skills and your ability to communicate technical concepts to non-technical audiences. This will illustrate your commitment to enhancing the customer experience.
