At a Glance
- Tasks: Lead a team to enhance customer support and resolve complex technical issues.
- Company: Join a relaxed yet professional environment where everyone thrives.
- Benefits: Competitive salary, growth opportunities, and a supportive team culture.
- Other info: Enjoy a down-to-earth workplace where collaboration and learning are key.
- Why this job: Make a real impact by improving customer experiences and driving product enhancements.
- Qualifications: 3+ years in Technical Support leadership with strong troubleshooting skills.
The predicted salary is between 50000 - 65000 £ per year.
This Head of Customer Support role will champion the customer post-purchase journey. You will balance strategic leadership with technical, hands-on troubleshooting. Leading a lean team of two Support Technicians, your mission will be to elevate the support standards, optimise ticketing workflows, and ensure customers receive fast, accurate and empathetic resolutions to complex technical challenges.
Some key responsibilities are as follows:
- Leadership and Team Management: Mentor and coach two Support Technicians, fostering a culture of continuous learning, accountability and technical excellence.
- Technical Support Excellence: Act as point of contact for complex technical issues relating to satellite hardware, cellular Internet of Things devices and network connectivity. Step into the queue when needed to diagnose firmware bugs, network routing anomalies and hardware malfunctions. Oversee the creation of internal documentation and customer-facing help centre articles.
- Customer experience & Strategy: Advocate for the customer needs by collaborating closely with Product, Engineering and Sales teams to drive product improvements. Continuously refine ticketing systems and support workflows.
The Ideal Candidate:
You will ideally have 3+ years experience in a Technical Support leadership or supervisory role, ideally having had exposure to high tech hardware/software, telecoms, satellite communications, or IoT. Technical competence will include foundational knowledge of networking protocols, cellular, or satellite communication systems. You will need the ability to confidently troubleshoot hardware/software interfaces. People skills are important; you will have a track record of delivering exceptional customer experiences and turning frustrated users into brand advocates.
In terms of personal skills, you don’t just delegate, you lead by example and love helping your team grow. You’ll be genuinely curious and enjoy digging into technical puzzles until you find the root cause. Finally, you’ll be able to translate highly technical jargon into simple, reassuring language for customers.
The environment is down to earth, relaxed but professional where everyone loves coming to work and wants to do their best.
Thank you for making an application. We will shortlist quickly and if you are successful in reaching the next stage we will contact you within 3 days of application. If you have not heard from us within 3 days unfortunately you have not been successful on this occasion.
Head of Customer Support in Fareham employer: Hartley Resourcing
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