Job Description

About Us

We're a fast-growing company on a mission to make pet ownership smarter, easier, and more enjoyable. From innovative housing to cutting-edge connected devices, our products bring joy to pets and peace of mind to their owners. Our customers trust us not only for our high-quality products, but also for the outstanding support that comes with them.

The Role

As our

Technical Support Manager

, you'll develop and lead a small but effective technical support team and build the systems and processes that will scale with us. You'll be the bridge between customers, product teams, and leadership, making sure customer issues are resolved quickly, insights are shared, and the customer experience keeps getting better.

You'll manage a visual content designer to develop engaging resources (guides, videos, tutorials) that empower customers to get the best from our products. Collaboration is key, you'll work closely with engineering, product development, and operations to identify recurring issues and drive improvements across both product and service.

Key Responsibilities

Capture and share customer insights to inform product and service improvements. Build and refine support processes, escalation paths, troubleshooting guides, and knowledge bases. Monitor, respond to and improve support KPIs (response time, resolution rate, CSAT). Handle escalated technical issues and provide hands-on troubleshooting when needed. Partner with product and engineering teams to resolve hardware/software issues and prevent recurrences. Lead, train, and inspire the technical support team to deliver clear, empathetic, and effective communication. Manage support tools, systems, and channels (email, chat, phone, ticketing).

About You

Proven leadership experience in a technical support role--ideally within consumer electronics, IoT, or smart devices. Strong technical acumen: comfortable with hardware, software, and connectivity troubleshooting. Excellent communication skills, able to simplify complex issues for non-technical audiences. Empathetic, customer-first mindset with a knack for problem solving. Collaborative and adaptable, happy working across multiple teams and disciplines. Data-driven, with experience using metrics to improve processes and performance. Highly organised with strong project management skills. Passion for pets and technology is a plus!

Bonus points if you have:

Experience with ticketing systems and support tools. Hands-on troubleshooting of smart/connected devices.

What We Offer

The chance to shape the support function in a fast-growing, innovative company. A collaborative, pet-friendly workplace where creativity and care are valued. A great working environment with opportunities for professional growth.
Job Type: Full-time

Pay: 45,000.00-55,000.00 per year

Benefits:

Casual dress Company events Discounted or free food Employee discount Enhanced maternity leave Enhanced paternity leave Health & wellbeing programme Life insurance On-site parking Paid volunteer time Referral programme
Ability to commute/relocate:

Banbury OX16 5HX: reliably commute or plan to relocate before starting work (required)
Experience:

Technical support: 3 years (required)
Work authorisation:

United Kingdom (required)
Work Location: In person