Support Team Lead

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.

Position overview

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.

Why you should apply

You’ll be joining a company trusted by some of the world’s biggest and most impressive news organisations. Our work makes a huge impact on how high-quality journalism reaches millions of readers – and support is central to making that happen.

We’re a remote-first, fast-growing team that cares deeply about what we do – and in particular about the role of journalism. We believe in giving our team members the tools, freedom and trust they need to do their best work – and we’ll support you every step of the way.

If you want to lead support in a high-stakes, high standard environment and shape the future of a company that’s just getting started, we’d love to hear from you.

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.

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