Team Lead, Technical Support

Reputation; Liverpool; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading customer experience platform in Liverpool seeks a Team Lead for Technical Support to provide guidance to Support Specialists and ensure excellent service. The ideal candidate will have 3-5 years of technical support experience and must be proficient in Salesforce and JIRA. This role offers a hybrid work schedule, blending in-office and remote work.

Benefits

Company-paid health insurance

Life Insurance (4× salary)

Employee Assistance Program

Paid holidays and recharge days

Free snacks and beverages

Gym membership

Flexible working arrangements

Qualifications

• 3-5 years of experience in a customer-facing technical support role.
• At least 0-2 years in a senior or lead capacity.
• Proven experience with handling technical escalations.

Responsibilities

• Provide leadership and coaching to front-line Support Specialists.
• Act as the primary contact for complex client issues.
• Ensure superior service within established Service Level Agreements.

Skills

Customer service skills

Technical support experience

Coaching and mentoring

Problem-solving

Communication skills

Tools

Salesforce Service Cloud

JIRA

Job description

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013, Reputation is the only platform that empowers companies to fulfill their brand promise by measuring, managing, and scaling their reputation performance in real‑time everywhere. Functioning as a business eyes and ears in the spaces where customers talk, the post‑review and recommendation Reputation AI‑powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on and improve their online reputations. Visit to learn more.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently the company was named an Inc. Power Partner, a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified as a Great Place to Work reflecting its commitment to cultivating a world‑class culture that fuels long‑term success for employees and customers alike.

Why work at Reputation

Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

We’ve secured significant funding from A‑list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins, including a major equity financing from Marlin Equity Partners in January 2022.

Reputation is trusted by more than 250 partners including Google, Meta, Yelp, Apple Business Connect, Healthgrades, and Entrata.

The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations, along with top property management firms, have integrated Reputation within their organizations.

Our executive management team is committed to building a performance‑based culture where excellence is rewarded and careers are developed.

Who thrives at Reputation: Managers who embody a player‑coach mentality. Employees who value teamwork and cross‑functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

Our Mission

Help businesses always know what their customers are saying about them and always act on that feedback.

Job Summary

Do you have a passion for customer support and a talent for leading by example? Do you excel at solving complex technical challenges while mentoring others to do the same? Reputation is looking for a proven Team Lead to guide our Technical Support. In this role you will be a senior member of the team acting as both a technical expert and a leader. You will handle advanced support issues, manage escalations, and ensure your team provides world‑class customer service to some of the world’s biggest brands. If you thrive in a fast‑paced environment and enjoy fostering the skills of your colleagues, we want to hear from you.

Responsibilities

Serve as a Player‑Coach: Provide daily leadership guidance and real‑time coaching to a team of front‑line Support Specialists to ensure team productivity and quality standards are met.

Handle Advanced Technical Support: Act as the primary point of contact for Tier 1/2 level questions and complex client issues that require in‑depth investigation and problem‑solving.

Manage Escalations: Take ownership of escalated client issues from the Tier 1/2 team, working directly with clients and collaborating with internal departments.

Ensure Service Excellence: Monitor team performance to ensure every client receives superior service within established Service Level Agreements (SLAs).

Mentor and Develop Team Members: Provide on‑the‑job training, coaching, and feedback to enhance the technical knowledge and problem‑solving abilities of team specialists.

Promote Best Practices: Champion and enforce established support processes, workflows, and quality standards within the team.

Contribute to Knowledge Base: Assist in maintaining and improving self‑help resources for customers and internal documentation for the support team.

Additional duties as assigned.

Qualifications

3‑5 years of experience in a customer‑facing technical support role with at least 0‑2 years in a senior or lead capacity.

Expert‑level experience using Salesforce Service Cloud and JIRA.

Proven experience handling technical escalations and resolving complex customer issues.

Strong understanding of support metrics, SLAs and call center processes.

Excellent coaching and mentoring skills with a passion for knowledge sharing.

Extensive knowledge of computer systems and SaaS applications.

Exceptional customer‑service interpersonal and high‑level problem‑solving skills.

Ability to communicate and transfer technical knowledge clearly and effectively to both technical and non‑technical audiences.

Comfortable juggling multiple priorities and meeting deadlines in a fast‑paced team‑oriented environment.

Hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)

What you can expect when you join Reputation

• Flexible working arrangements.
• Career growth with paid training tuition opportunities.
• Active Employee Resource Groups (ERGs) to engage with.
• An equitable work environment.

We are an equal‑opportunity employer and value diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

At Reputation we’re committed to building a workforce that reflects a broad range of backgrounds, experiences, and perspectives. We believe that diversity strengthens our team, drives innovation, and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives we strive to create a workplace where everyone feels valued and empowered to contribute.

Company benefits include:

• Company‑paid private health insurance for you and your family.
• Life Insurance (4 × salary).
• Employee Assistance Program.
• 21 paid company holidays plus bank holidays. Every addition enjoy 6 Recharge Days which are wellness days where the entire company takes time off together to rest, recharge, and prioritize mental health.
• Cycle Scheme – save up to 8 % on home and tech products and spread the cost interest‑free.
• Employee Resource Groups (ERGs) provide opportunities to connect, share experiences and support one another in creating an inclusive community. Monthly social events to build connections and have fun with your team.
• Free car parking at our Liverpool UK office.
• Free snacks and beverages to keep you energized throughout the day. Plus take advantage of £15 towards lunch for 3 days a week with Deliveroo while you are working in the office.
• Gym membership up to £20 per month.
• Opportunity to participate in giveback & cultural activities.

We are proud to be an equal‑opportunity employer and strongly value diversity within our company. We are committed to ensuring a workplace free from discrimination where everyone is treated fairly regardless of race, religion, ethnicity, gender, sexual orientation, age, marital status, disability or any other protected characteristic. We believe that diverse perspectives foster innovation and contribute to our shared success and we welcome all individuals to join us in creating an inclusive environment.

To learn more about how we handle the personal data of applicants visit our Candidate Privacy Notice.

Applicants only – No third‑party agency candidates.

Key Skills

Law Enforcement, ABB, Marine Biology, Filing, Automobile, AV

Employment Type

Full‑Time

Experience

years

Vacancy

1