Role Context
The Customer Support Department at Maintenance Experts (MEX) provides frontline service and technical support to customers using MEX products and platforms. Support plays a critical role in customer satisfaction and retention, and contributes to the successful adoption of new releases through issue triage, feedback capture, knowledge sharing, and coordination with internal teams.
Role Purpose
The Support Team Leader is responsible for leading day-to-day Support operations and driving our support agents to deliver high-level technical assistance to internal and external customers. This role ensures consistent service delivery, effective workload management, timely escalation and resolution of issues, and the ongoing development and performance of Support team members.
Key Accountabilities
1) Leadership and Team Management
· Provide day-to-day leadership to Support staff, including workload coordination, coaching, and mentoring.
· Support onboarding and training of new team members, including process, product, and customer-service standards.
· Contribute to performance management activities (regular feedback, development plans, and review input as required).
· Promote a strong team culture focused on customer outcomes, accountability, and continuous improvement.
2) Service Delivery and Operational Management
· Oversee daily support operations across phone, email, and chat to ensure timely responses and quality outcomes.
· Monitor queues, prioritisation, and resource allocation to meet support standards and agreed SLAs/targets.
· Ensure all customer interactions are correctly logged and maintained in the relevant systems (e.g., Zendesk).
· Identify trends and recurring issues and recommend improvements to systems, processes, and knowledge content.
3) Technical Support and Issue Resolution
· Handle complex, high-priority, and escalated technical issues, ensuring escalation procedures are followed.
· Ensure clear, proactive communication to customers regarding progress, next steps, and resolution outcomes.
· Coordinate with Engineering/Product on defects, including reproduction steps, impact assessment, and supporting evidence.
· Ensure appropriate testing is performed for fixes or changes where required, and document outcomes.
4) Customer and Commercial Governance
· Ensure support entitlement is followed (e.g., Customers not on the subscription model for support are not supported unless instructed/approved).
· Ensure customer details, contact records, and entitlement notes are complete and accurate.
· Support the identification and escalation of billable work opportunities (e.g., training, consulting, change requests) to the appropriate team(s).
5) Knowledge, Documentation, and Continuous Improvement
· Maintain and improve internal/external knowledge articles and end-user documentation.
· Coordinate "Tech Tips" and ensure content remains accurate, current, and aligned with product releases.
· Work with Marketing (and other stakeholders) to publish or update customer-facing content online where required.
· Drive small operational improvements (templates, macros, processes, triage rules) to improve response and resolution times.
6) Cross-Functional Support (Sales, Training, and Release Readiness)
· Provide technical input to Sales as required (technical questions, demos, solution positioning within policy).
· Provide feedback loops to Training on common user issues, adoption risks, and emerging learning needs.
· Contribute to release readiness by staying informed of product changes and updating knowledge/support guidance accordingly.