Aftercare Team Lead chez Octoenergy

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, & 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. 

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