Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- 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 how journalism reaches millions while leading a passionate team.
- Qualifications: 3+ years in technical support and experience mentoring team members.
- Other info: Embrace a culture of diversity, equity, and inclusion in a fast-growing environment.
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.
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.
Support Team Lead - journalism-led company employer: FlatPlan
Contact Detail:
FlatPlan Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Support Team Lead - journalism-led company
✨Tip Number 1
Get to know the company inside out! Research FlatPlan, its mission, and its products. This way, when you chat with them, you can show off your knowledge and passion for journalism and how you can contribute to their success.
✨Tip Number 2
Practice your communication skills! Since this role is all about delivering exceptional support, make sure you can articulate your thoughts clearly and confidently. Role-play with a friend or record yourself to refine your delivery.
✨Tip Number 3
Showcase your leadership style! Think of examples where you've mentored or coached team members. Be ready to discuss how you can elevate the support team at FlatPlan and create a culture of excellence.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining our passionate team at FlatPlan.
We think you need these skills to ace Support Team Lead - journalism-led company
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: Keep your application straightforward and to the point. Use clear language to describe your experience and skills, especially those related to technical support and team leadership. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Highlight Your People Skills: Since this role is all about leading a team and providing exceptional customer experiences, make sure to emphasise your people skills. Share examples of how you've coached or mentored others, and how you've built a positive team culture in your previous roles.
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 FlatPlan!
How to prepare for a job interview at FlatPlan
✨Know Your Stuff
Make sure you understand the technical aspects of the role. Brush up on common support issues and how to troubleshoot them. Familiarise yourself with FlatPlan's platform and the types of problems enterprise customers might face.
✨Show Your People Skills
Since this role is all about leading a team and delivering exceptional customer experiences, be ready to discuss your mentoring style. Share examples of how you've developed team culture and supported your colleagues in the past.
✨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 plan that showcases your organisational skills and innovative thinking.
✨Emphasise Process Improvements
FlatPlan values efficiency and quality. Be prepared to talk about specific process improvements you've implemented in previous roles. Highlight how these changes positively impacted customer experience and team performance.
