Job Description

We are looking for a Technical Support Team Lead to join our Support team. Reporting to the CIO, this role blends hands-on technical problem-solving with team leadership, making it ideal for someone who thrives in a fast-paced environment and wants to guide and develop others while staying close to the work.


You'll line manage two Technical Support Analysts, coordinate the day-to-day running of the support desk, and take ownership of escalated issues. You'll be responsible for ensuring our customers receive timely, accurate, and empathetic support, while also building a motivated, skilled, and customer-focused team.


This is not internal IT support - you and your team will be directly supporting our customers, helping them get maximum value from our platform while resolving their issues with speed and professionalism.

What You'll Do

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Lead and support the Technical Support Analysts, providing coaching, guidance, and regular feedback. Manage ticket flow: monitor queues, allocate work, and ensure SLAs and priorities are met. Act as the escalation point for complex customer issues, troubleshooting independently and collaborating with engineering and product teams when needed. Ensure quality and consistency across all customer communications. Identify recurring issues and work with internal teams to suggest fixes, improvements, or automation. Maintain and improve knowledge bases, FAQs, and processes to enhance the customer experience. Share insights and feedback with product, engineering, and customer success teams to improve our platform. Help manage the support rota, including out-of-hours coverage, ensuring fairness and service continuity.

What We're Looking For

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Experience in a technical support, service desk, or customer-facing troubleshooting role, ideally in a SaaS or technology-driven business. Previous experience mentoring or leading others (formal line management experience is a plus). Strong technical troubleshooting skills, with confidence handling escalations. Comfortable using browser developer tools, cloud platforms and running SQL queries for investigations. Highly organised, with the ability to balance workload distribution and competing priorities. Customer-first mindset: empathetic, professional, and focused on positive outcomes. Clear communicator, both when coaching your team and when working directly with customers. Proactive and accountable, with the resilience to lead by example in a dynamic environment. Keen to learn and develop your leadership and technical skills further.

Location & Work Environment:

Our hub is in

Derby

, but the role is

fully remote and flexible

. You'll be part of a

collaborative, supportive team

with opportunities for growth and development in a fast-moving SaaS business.


If you're excited about working with cutting-edge

supply chain technology

in a role that blends

technical problem-solving with customer success

, we'd love to hear from you!

Job title:

Technical Support Team Lead

Department:

Service Delivery

Responsible to:

(line manager)

CIO

Salary bracket:

36,000-45,000

Inclusivity statement

At Orderly, we value diversity, creativity, and continuous learning. We encourage candidates from all backgrounds to apply, even if they don't meet every listed requirement. We believe in the potential for unique perspectives to drive innovation and success. If you are passionate, have a commitment to growth, and a willingness to learn, we invite you to apply. We are excited to welcome individuals who bring fresh ideas and diverse experiences to contribute to our dynamic team and help us achieve our collective goals.