Remote Tech Support Team Lead – Fleet & AI Excellence

MICHELIN Connected Fleet; Leeds; Hybrid; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Remote and hybrid working

Flexible hours

Job summary

MICHELIN Connected Fleet is seeking a Tech Support Team Manager to lead a team delivering high-quality, technically excellent support to customers. You will bridge front-line agents and the Head of Technical Support, owning performance, coaching, workload management and resolution quality—ensuring right-first-time outcomes for customers.

You will escalate complex issues, mentor growth, and drive continuous improvement while ensuring a great customer experience across multiple channels.

Qualifications

• 3–5 years' leadership experience in a technical support or customer service environment.
• Strong technical understanding of fleet management/telematics solutions.
• Track record of coaching individuals to improve performance and technical capability.
• Strong customer orientation with ability to manage escalations calmly and effectively.
• Experience monitoring and reporting against SLAs and KPIs.
• Strong relationship skills to relate with stakeholders and achieve win‑win outcomes.
• Able to communicate clearly in writing and verbally with customers.

Responsibilities

• Lead, coach and motivate a team of Tech Support Agents, running regular 1:1s, team meetings and performance reviews.
• Resource and rota planning: manage shift patterns, workload distribution and coverage to meet SLAs across channels.
• Onboarding and development: identify training needs and upskill the team with Process & Quality.
• Recognition and engagement: foster a high-performing team culture and address performance concerns.

Skills

Leadership

Team management

Technical knowledge

Customer orientation

Stakeholder collaboration

Coaching

Job description

MICHELIN Connected Fleet is seeking a Tech Support Team Manager to lead a team delivering high-quality, technically excellent support to customers. You will bridge front-line agents and the Head of Technical Support, owning performance, coaching, workload management and resolution quality—ensuring right-first-time outcomes for customers.

You will escalate complex issues, mentor growth, and drive continuous improvement while ensuring a great customer experience across multiple channels.