Technical Support Team Lead

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What You’ll Do

• Lead and support the Technical Support Analysts, providing coaching, guidance, and regular feedback.
• Manage ticket flow : monitor queues, allocate work, and ensure SLAs and priorities are met.
• Act as the escalation point for complex customer issues, troubleshooting independently and collaborating with engineering and product teams when needed.
• Ensure quality and consistency across all customer communications.
• Identify recurring issues and work with internal teams to suggest fixes, improvements, or automation.
• Maintain and improve knowledge bases, FAQs, and processes to enhance the customer experience.
• Share insights and feedback with product, engineering, and customer success teams to improve our platform.
• Help manage the support rota, including out-of-hours coverage, ensuring fairness and service continuity.

What We’re Looking For

Location & Work Environment

Our hub is in Derby, but the role is fully remote and flexible. You’ll be part of a collaborative, supportive team with opportunities for growth and development in a fast-moving SaaS business.

If you’re excited about working with cutting-edge supply chain technology in a role that blends technical problem-solving with customer success, we’d love to hear from you!

Job details

Inclusivity statement

At Orderly, we value diversity, creativity, and continuous learning. We encourage candidates from all backgrounds to apply, even if they don’t meet every listed requirement. We believe in the potential for unique perspectives to drive innovation and success. We are committed to creating an inclusive environment for all employees.

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