Ronald James Group
Technical Support Lead
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We’re working with a growing technology-led organisation who are looking for an experienced Technical Support Lead to take ownership of its client support and onboarding function.
This is a hands-on leadership position, combining team management with direct involvement in client onboarding, technical support, issue resolution, and continuous service improvement. You’ll lead a small team while remaining close to day-to-day operations and clients, helping to build a scalable, efficient, and consistently high-quality support function.
Please note this is a hybrid role in Newcastle Upon Tyne.
Key Responsibilities:
Technical & Client Support
- Act as an escalation point for complex client support issues and incidents.
- Work directly with clients to investigate and resolve technical queries.
- Support the wider team during periods of high demand.
- Develop a strong understanding of client workflows, systems, and support processes.
- Ensure clients receive a consistently high standard of service.
Client Onboarding
- Take an active role in onboarding new and key clients.
- Deliver onboarding sessions and user training where required.
- Ensure onboarding processes are efficient, practical, and consistently followed.
- Identify opportunities to improve the overall onboarding experience.
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Team Leadership
- Lead, coach, and support a small client services/support team.
- Manage workloads and ensure resources are allocated effectively.
- Set clear expectations around performance, service standards, and accountability.
- Support individual development through regular feedback, coaching, and development plans.
- Promote knowledge sharing and continuous improvement across the team.
Client Experience & Service Improvement
- Act as a senior point of contact for key clients when required.
- Gather client feedback and identify recurring issues or opportunities for improvement.
- Work collaboratively with internal teams to ensure client feedback contributes to future improvements.
- Support client communications and service updates.
Operational Management
- Define and maintain KPIs across support and onboarding.
- Produce regular reporting and management information.
- Identify trends, bottlenecks, and opportunities to improve operational performance.
- Manage team capacity and resource planning.
- Support relevant governance, audit, and compliance requirements.
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Some of the requirements:
- Significant experience within technical support, client services, client onboarding, or customer operations.
- Strong technical knowledge with the ability to investigate and resolve client issues.
- Knowledge of JSON and SQL is essential.
- Previous experience supervising, mentoring, or managing a small team.
- A strong operational mindset and willingness to remain hands-on.
- Experience improving client-facing processes and service delivery.
- Excellent communication, organisation, and stakeholder management skills.
- Experience working within a fast-paced environment.
- Experience within financial services, fintech, or similarly technical environment would be advantageous, but isn’t essential.
For more information, apply now!
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