Aftercare Team Lead

Overview

Lead post‑installation technical support team, ensuring fast, empathetic issue resolution.

Key Responsibilities

• escalation management
• process improvement
• team coaching
• queue management
• cross‑functional liaison
• technical translation

Tasks

-Cross-Functional Relationship: Act as the operational bridge between the support team and external teams such as Manufacturers, OE Retail, Field Teams to coordinate quick resolutions and clarify customer needs -Operational Leadership & Mentorship: Serve as the first point of escalation for complex technical issues and difficult customer situations, guiding the team to quick, quality resolutions -Process Improvement: Proactively identify friction points in the customer journey or internal handoffs (e.g., to Field Engineers or Manufacturers) and suggest practical process and knowledge base improvements to the Manager -Performance and Quality Coaching: Conduct real-time coaching and side-by-side training on call handling, technical diagnosis, and empathetic communication to ensure consistent service quality and efficiency. And create a culture of high performance. -Day to Day Management: Oversee the daily rotas, coverage, workflow and queue management across all support channels, including inbound phone support, HubSpot queries, customer inks (emails), and internal escalations (Community Managers, Slack channels) -Simplifying Complexity: Guide the team in translating tricky technical issues into clear, jargon-free explanations, boosting customer confidence and product understanding

Requirements

• team management
• multi-channel
• problem solving
• communication
• technical support
• cross-functional

What You Bring

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us. We are looking for an experienced and dynamic Technical Customer Support Manager to lead our high-performing Post-Installation Support Team. This critical role is the heartbeat of our customer experience after a product is installed. You'll be responsible for ensuring our team delivers fast, effective, and empathetic technical problem-solving across multiple channels, working seamlessly with our field engineers, manufacturers, and internal retail teams. -Proven Experience: Demonstrated success in managing customer operations teams. -Operational Excellence: Experience working across multiple support channels and coordinating with cross-functional teams. -Curiosity & Problem-Solving: A "forever curious" mindset that drives a deep understanding of product functionality and ability to problem-solve. -Exceptional Communication: Strong coordination and communication skills, with the ability to manage urgent priorities and busy situations effectively

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Benefits

Are you ready for a career with us? We want to ensure you have all the tools and environment you need to unleash your potential. Need any specific accommodations? Whether you require specific accommodations or have a unique preference, let us know, and we'll do what we can to customise your interview process for comfort and maximum magic!

About Octopus Energy

-Founded with a mission to disrupt the energy sector with clean and affordable solutions. -Revolutionized the way consumers access renewable energy by making it easier and cheaper to switch to green energy. -A leader in the UK’s transition to renewable energy, specializing in solar, wind, and other clean technologies. -Through innovative technology and a customer-first approach, the company scales up energy solutions for homes and businesses. -Operates in multiple countries, providing both residential and commercial clients with green power and smart energy services. -Created a cutting-edge energy platform, Octopus Energy Power, that optimizes energy use and reduces costs. -Focuses on using technology to simplify energy management and reduce carbon footprints for consumers worldwide. -In addition to supplying energy, Octopus invests heavily in infrastructure to drive the future of energy generation and storage. -Has an impressive portfolio of projects that span across solar and wind farms, creating a large impact on the renewable energy landscape. -Known for a commitment to reducing reliance on fossil fuels while maintaining reliable and cost-effective energy solutions.

Sector Specialisms