Technical Support Manager
Our Benefits
- 4-day workweek: Uniqodo has been one of the first companies in the UK to adopt a company-wide 4-day workweek without a salary reduction and without employees working overtime or extra hours.
- Salary: £50-£55k dependent on experience.
- 25 days holiday per year.
- Pension scheme: a company-wide contributory pension scheme.
- Market-beating protection: We care about looking after our team. You will receive death-in-service insurance and access to not one but two private healthcare schemes that include health, dental, mental wellbeing support and more.
- Regular social events: We re a sociable bunch! Expect quarterly socials that range from escape rooms to sports days to arcades.
- Flexible working hours: We believe that excellent performance is more important than clock-watching; therefore, we give our team the flexibility they need around their core hours.
- Remote working flexibility: We currently work remotely, and we have the opportunity to meet face-to-face when necessary.
Why Uniqodo?
Uniqodo is a fast-growing SaaS business at the forefront of marketing technology. We are a Promotion Experience platform that helps e-commerce businesses achieve their marketing goals through promotions across different touchpoints of a customer journey. Have you ever enjoyed using a personalised voucher code online, been rewarded for your loyalty to a brand, or been given exclusive access to a sale? Those are exactly the kinds of great experiences we help our clients deliver.
We do award-winning work with some of the world s biggest and most loved brands, including Expedia, BT, EE, TUI, LG, Boots, QVC and The White Company and have won many industry awards, including Best Technology for Retail in the Performance Marketing Awards 2024.
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, colour, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
Solving challenges isn t just what we do for our clients; it s how we approach everything we do. We re stronger together and like to go the extra mile to help people grow personally and professionally. Solving problems goes hand in hand with positive debate, and we encourage our team to challenge anything they can improve. Much of our platform results from our team seeing and recommending new solutions, features, and better ways of doing things.
The Purpose of this Role
We have an amazing track record to build on, with a wealth of impressive brand names on our client list and a bank of great client work. We re looking for a superstar to join us as our Technical Support Manager to provide excellent technical support and operational excellence that delights our clients.
You can expect to collaborate directly with our supportive engineering and client teams. We re looking for the right individual who is excited by the challenge of helping our clients achieve great results through our technology, is hungry to learn and loves collaborating with others to solve problems.
What you will do
Technical Support
- Provide excellent first and second-line support for technical queries about our platform directly to clients and internal teams by resolving issues promptly in line with our support SLA.
- Own the triage process to act as a definitive filter that protects the engineering team from distractions, attempting a resolution before escalation.
- Effectively manage client expectations and ensure realistic deadlines are met through excellent communication with the client and internal teams.
- Ensure every issue has the most appropriate priority and make client satisfaction a key factor in prioritisation.
- Identify opportunities for automation and suggest or implement improvements to the process that add value to the business.
- Develop and maintain our product, help centre documentation and onboarding materials. - Be the voice of our customer and summarise common pain points and product pitfalls into actionable feedback for the Product team.
- Help to design and iterate on the support and onboarding workflows and tools required to scale.
Client Excellence
- Collaborate closely with internal teams and foster good client relationships to ensure every interaction delivers client satisfaction.
- Communicate effectively and professionally with clients, assisting some of the world s largest brands like TUI, Expedia, BT and Boots.
- Provide pre-sale support to the sales and customer success teams in product demos and technical conversations about our products and prospective use cases.
- Manage and support integrations of new clients as part of the wider onboarding process. This will include advising on the right integration methods (JavaScript and API), as well as testing and troubleshooting issues with clients.
- Ensure timely and successful completion of client integrations by actively monitoring progress, collaborating with clients to address challenges, and resolving issues that may cause delays.
About You
Required Skills and Experience
If you have the following, we would love to hear from you:
- 4+ years experience working in a technical support or similar role.
- 3+ years experience in a client-facing role.
- Experience working in a similar role with a SaaS, e-commerce or marketing technology business.
- Good understanding of web-based applications and APIs with practical experience using Postman/curl or similar to debug endpoints.
- You are comfortable digging into API responses, inspecting web elements, and searching through logs to find the root cause of an issue.
- Experience using a ticketing system like Jira to manage the support process end-to-end.
- A proactive approach to work; you don’t just wait for tickets, you look for ways to improve documentation, automate repetitive queries, and refine internal processes.
- Excellent problem-solving and troubleshooting skills. You love technology and are excited about solving problems.
- Excellent written and verbal communication skills.
- Ability to confidently and professionally communicate with clients, prospects, engineers, and other colleagues.
- Good organisational skills and ability to manage a busy workload effectively.
Bonus Skills
The following are bonus points to your application, but not essential:
- You have experience building or improving support workflows and aren’t afraid to tell us when a process is broken.
- A previous software development or engineering role.
- Practical knowledge of JavaScript, PHP, Bash or Python.
Assessment Process
Successful applicants will be invited to participate in the following interview process:
- Skills-based assessment
- Initial video interview
- Face-to-face interview, including a practical mock client assessment
Please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.
