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- Tasks: Lead a support team, troubleshoot technical issues, and enhance customer experiences.
- Company: Join FlatPlan, a journalism-led company trusted by top media brands.
- Benefits: Remote work, competitive salary, and opportunities for professional growth.
- Why this job: Make a real impact on journalism while developing your leadership skills.
- Qualifications: 3+ years in technical support and experience mentoring teams.
- Other info: Diverse and inclusive culture with a focus on excellence.
The predicted salary is between 36000 - 60000 £ per year.
Hi, I'm Kieran, CEO at FlatPlan. We help the world's most respected media companies deliver breaking news to millions of people on Apple devices. Our partners include global brands like Formula One, Premier League, The Athletic and The Atlantic. We're a passionate, fast-growing team delivering an impactful, technically sophisticated product - and central to our continued success is an exceptional Support Team Lead.
Our support team does vital work helping enterprise customers and maintaining the highest quality standards. As we grow to serve an ever-expanding list of publications, we're looking for an experienced Support Team Lead who can transform how we deliver support while developing our team's capabilities. This is a hands-on role where you'll be involved in the support work yourself - finding bugs, writing customer communications, triaging technical issues and working directly with our development team. You'll also elevate the team around you through coaching, mentorship and listening to their ideas and needs.
The ideal candidate is a people person first and technical second. You have the technical depth to understand our platform and communicate credibly with engineers, but your real strength is developing people, building team culture and delivering exceptional customer experiences. This is a remote role, but we are looking for a candidate who can meet in London once a month.
Responsibilities
- Deliver exceptional technical support to enterprise customers, responding to enquiries with clarity, professionalism and speed
- Triage and troubleshoot technical issues, working with engineers to diagnose and help resolve problems
- Build and maintain processes for identifying, categorising and prioritising customer issues and bugs
- Proactively identify patterns in customer issues and technical problems – feeding insights into product and development roadmaps
- Work closely with engineering, product and customer success teams to deliver solutions that improve customer experience
- Coach, support and mentor team members
- Introduce improvements to processes and systems that increase efficiency and quality
- Own and improve support KPIs, quality metrics and reporting structures
- Champion a culture of excellence, proactive problem-solving and customer focus across the company
Qualifications
- 3+ years in technical support roles
- Experience leading or mentoring support team members
- Track record of implementing process improvements or documentation systems
- Proven ability to troubleshoot complex technical issues independently
- Experience collaborating with engineering and product teams
Nice to haves
- A love for journalism - this is a wonderful role for someone who loves reading great content!
We will be asking candidates to take part in a paid interview phase where you'll work closely with our team to understand our current environment, then present a clear and practical plan for transforming it. We want to see how you think, how you organise information and how you will hit the ground running when you join FlatPlan.
Our commitment to diversity, equity and inclusion
At FlatPlan we're dedicated to building a diverse team that reflects the varied experiences and backgrounds of our customers and the audiences they reach. We believe in fostering an inclusive environment, where every individual feels valued, heard and empowered. All qualified applicants will receive consideration without regard to race, colour, gender, gender identity or expression, sexual orientation, religion, national origin, disability, genetics, background or age. We strongly encourage individuals from underrepresented groups to apply.
Support Team Lead - journalism-led company in London employer: FlatPlan
Contact Detail:
FlatPlan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Team Lead - journalism-led company in London
✨Tip Number 1
Get to know the company inside out! Research FlatPlan, its mission, and its products. This way, when you chat with us, you can show off your knowledge and passion for journalism, which is super important for this role.
✨Tip Number 2
Practice your communication skills! Since you'll be delivering exceptional support, being clear and professional in your conversations is key. Try role-playing common support scenarios with a friend to get comfortable.
✨Tip Number 3
Show us your leadership style! Think about how you've mentored or coached others in the past. Be ready to share specific examples of how you've built team culture and improved processes in your previous roles.
✨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, it shows you're serious about joining our awesome team at FlatPlan!
We think you need these skills to ace Support Team Lead - journalism-led company in London
Some tips for your application 🫡
Show Your Passion for Journalism: When you're writing your application, let your love for journalism shine through! Mention any relevant experiences or projects that highlight your enthusiasm for the field. We want to see how you connect with the mission of delivering impactful news.
Be Clear and Concise: In your written application, clarity is key. Make sure to communicate your thoughts in a straightforward manner. We appreciate well-structured responses that get straight to the point, especially when discussing your technical support experience.
Highlight Your People Skills: Since this role is all about leading a team, don’t forget to showcase your people skills! Share examples of how you've mentored or coached others in the past. We’re looking for someone who can build a strong team culture, so let us know how you do that!
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 you’re keen on joining our awesome team at FlatPlan!
How to prepare for a job interview at FlatPlan
✨Know Your Stuff
Make sure you understand the technical aspects of the role. Familiarise yourself with FlatPlan's platform and the common issues enterprise customers face. This will help you communicate effectively with both the support team and engineers during the interview.
✨Showcase Your People Skills
Since this role is all about leading a team, be prepared to discuss your experience in coaching and mentoring. Share specific examples of how you've developed team culture and improved customer experiences in previous roles.
✨Prepare for the Paid Interview Phase
This is your chance to shine! Think about how you would transform the current support environment at FlatPlan. Prepare a clear and practical plan that demonstrates your problem-solving skills and ability to organise information effectively.
✨Emphasise Your Passion for Journalism
FlatPlan values a love for journalism, so don't hesitate to express your enthusiasm for great content. Share your favourite publications or articles and explain why they resonate with you. This will show that you're not just technically skilled but also genuinely invested in the industry.
