Head of Technical Support — Travel Tech Leader (Hybrid)

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

Benefits offered by this job

Duffel Travel Allowance

Work From Anywhere (60 days)

Sabbaticals

Flexible Bank Holidays

Study Days

Volunteering Day

Electric Car & Cycle Schemes

Pensions & Loans

Job summary

Duffel is seeking a Head of Technical Support to lead our Technical Support Engineers and ensure high quality, scalable customer support as our travel integrations grow. You will coach engineers, establish effective workflows, and own the day-to-day support operations across API questions, incident response and troubleshooting.

You will collaborate with Engineering, Product and Partner teams to reduce friction, improve response times and drive lasting improvements.

Qualifications

• Experience leading a technical support or support engineering team serving business customers.
• A track record of improving customer outcomes and how a support function operates.
• Strong technical understanding of APIs, HTTP, authentication, webhooks and integrations.

Responsibilities

• Lead and develop the team with coaching, feedback and career development.
• Own support quality by setting standards for investigation and communication.
• Build a dependable support operation with triage, queue management and escalation paths.
• Strengthen technical capability by guiding investigations of API behavior and logs.
• Lead significant customer escalations with clear communication and cross-team collaboration.
• Improve the product through support by turning learnings into recommendations.

Skills

APIs & integrations

Team leadership

Technical troubleshooting

Stakeholder communication

Tools

HTTP debugging

Job description

Duffel is seeking a Head of Technical Support to lead our Technical Support Engineers and ensure high quality, scalable customer support as our travel integrations grow. You will coach engineers, establish effective workflows, and own the day-to-day support operations across API questions, incident response and troubleshooting.

You will collaborate with Engineering, Product and Partner teams to reduce friction, improve response times and drive lasting improvements.