Head of Technical Customer Support

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. The RoleSome 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 and 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 CandidateYou 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 ..... full job details .....