Technical Support Lead

Newcastle - Hybrid

Are you ready to take ownership of a dynamic customer support operation in a hands-on role with manager-level responsibilities? We’re on the lookout for a Technical Customer Support Lead to be the driving force behind our support strategy, ensuring every interaction — both external and internal — is seamless, efficient, and impactful.

About the Role

As Technical Customer Support Lead, you’ll be at the heart of our operations, overseeing our Zendesk ticketing system and managing customer and team requests from start to finish. Whether it’s feature requests, bug reports, or onboarding support, you'll be the go-to expert ensuring nothing falls through the cracks. This is your chance to take charge, define workflows, and use data to shape the future of our support operations.

Key Responsibilities

* Full ownership of our Zendesk system — from configuring workflows to ensuring ticket accuracy and speed.

* Manage all incoming support — external requests and internal operational needs like access issues and incident escalations.

* Partner closely with Product to prioritise bug fixes and monitor resolution progress.

* Maintain transparent communication with customers, managing expectations until issues are resolved.

* Analyse ticket trends to reduce contact volumes through effective help desk resources, proactive communication, and ...