Head of Technical Support | Equity & Hybrid Travel Tech

Duffel; Greater London; Hybrid; GBP 90,000 - 130,000; Full time

Benefits offered by this job

Travel Allowance

Work From Anywhere

Electric Car Scheme

Work-Life Harmony

Growth Tools

Health & Wellbeing

Family Leave

Job summary

Duffel in London is seeking a Head of Technical Support to lead a team of engineers responsible for the quality and growth of our customer support function. You will coach engineers, set standards, manage escalations and partner with Engineering, Product and Travel Operations to reduce friction in our API-driven platform.

You will stay close to the work, review investigations, and translate learnings into lasting improvements while scaling the team to meet increasing demand from partners and

Qualifications

• You have previous experience leading a technical support or support engineering team serving business customers.
• You have a track record of improving customer outcomes and support operations.
• You understand APIs, HTTP, authentication, webhooks and integrations with depth to guide investigations.

Responsibilities

• Lead and develop the team with coaching, feedback, and onboarding.
• Own support quality through standards for investigation and communication.
• Build a dependable operation with triage, queue management, and escalation paths.
• Strengthen technical capability by guiding investigations of API issues.
• Lead major escalations and coordinate responses across teams.
• Improve collaboration with Engineering, Travel Ops and Implementations.
• Drive product improvements by identifying recurring issues and proposing fixes.
• Develop internal knowledge and automation to speed support.
• Monitor performance and use data to prioritise improvements.

Skills

Technical leadership

Team coaching

API understanding

Customer communication

Incident management

Hiring & onboarding

Tools

SQL

APM tools

Logging

Job description

Duffel in London is seeking a Head of Technical Support to lead a team of engineers responsible for the quality and growth of our customer support function. You will coach engineers, set standards, manage escalations and partner with Engineering, Product and Travel Operations to reduce friction in our API-driven platform.

You will stay close to the work, review investigations, and translate learnings into lasting improvements while scaling the team to meet increasing demand from partners and