Aftercare Team Lead

We are looking for an experienced and dynamic Technical Customer Support Manager to lead our high-performing Post-Installation Support Team. This critical role is the heartbeat of our customer experience after a product is installed. You'll be responsible for ensuring our team delivers fast, effective, and empathetic technical problem solving across multiple channels, working seamlessly with our field engineers, manufacturers, and internal retail teams.

Key Responsibilities

• Operational Leadership & Mentorship: Serve as the first point of escalation for complex technical issues and difficult customer situations, guiding the team to quick, quality resolutions.
• Day to Day Management: Oversee the daily rotas, coverage, workflow and queue management across all support channels, including inbound phone support, HubSpot queries, customer inks (emails), and internal escalations (Community Managers, Slack channels).
• Performance and Quality Coaching: Conduct real time coaching and side by side training on call handling, technical diagnosis, and empathetic communication to ensure consistent service quality and efficiency. And create a culture of high performance.
• Process Improvement: Proactively identify friction points in the customer journey or internal handoffs (e.g., to Field Engineers or Manufacturers) and suggest practical process and knowledge base improvements to the Manager.
• Cross Functional Relationship: Act as the operational bridge between the support team and external teams such as Manufacturers, OE Retail, Field Teams to coordinate quick resolutions and clarify customer needs.
• Simplifying Complexity: Guide the team in translating tricky technical issues into clear, jargon free explanations, boosting customer confidence and product understanding.

What You'll Bring

• Proven Experience: Demonstrated success in managing customer operations teams.
• You are a starter finisher, and a go getter, with a drive to seek out improvements and deliver them.
• Exceptional Communication: Strong coordination and communication skills, with the ability to manage urgent priorities and busy situations effectively.
• Curiosity & Problem Solving: A "forever curious" mindset that drives a deep understanding of product functionality and ability to problem solve.
• Customer Focus: A genuine passion for helping customers maximise their product experience and a commitment to transforming challenging situations into positive outcomes.
• Operational Excellence: Experience working across multiple support channels and coordinating with cross functional teams.

If this sounds like you then we'd love to hear from you.

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!

Studies have shown that some groups of people, like women, are less likely to apply to a role unless they meet 100% of the job requirements. Whoever you are, if you like one of our jobs, we encourage you to apply as you might just be the candidate we hire. Across Octopus, we're looking for genuinely decent people who are honest and empathetic. Our people are our strongest asset and the unique skills and perspectives people bring to the team are the driving force of our success. As an equal opportunity employer, we do not discriminate on the basis of any protected attribute. Our commitment is to provide equal opportunities, an inclusive work environment, and fairness for everyone.