Tech Ops Supervisor

Just Eat Takeaway.com; London; On-site; GBP 35,000 - 55,000; Full time

Job summary

Just Eat is expanding its team and seeking a Tech Ops Supervisor: Partner Support to oversee the triaging and troubleshooting of partner support requests. This role involves leading a team, enhancing processes, and building relationships while working in a fast-paced environment. Candidates should bring customer service expertise, a proactive attitude, and the ability to learn new technologies to support our partners effectively.

Qualifications

• Experience in customer service or client management.
• Experience managing tech ops teams.
• Self-starter attitude with strong communication skills.

Responsibilities

• Oversee triaging and troubleshooting of partner support requests.
• Manage and improve existing processes for ticket handling.
• Communicate effectively with partners throughout the support lifecycle.

Skills

Customer Service

Client Management

Communication

Team Management

Problem Solving

Process Improvement

Tools

Postman

YAML

JSON

Job description

Whether it’s a Friday-night feast, a post-gym poke bowl, or grabbing some groceries, our tech platform connects tens of millions of customers with hundreds of thousands of restaurant, grocery and convenience partners across the globe.

About this role

Just Eat is growing its number of integrated partners. Using a combination of our external API suite or other open services and we are scaling our technical support team (JET Connect) to match this exciting growth area

As a Tech Ops Supervisor: Partner Support at JET Connect you'll be responsible for the successful triaging and troubleshooting of support requests that are raised from partners using any of our external API’s. You will manage a small team of tech ops professionals dedicated to keeping ourare partners operational with all of their menus and orders working as expected

You will not only be working on the tickets and request themselves but also responsible for managing and improving both the existing triaging and ticketing process as well as looking to embed best practices to allow the team to scale!

These are some of the key ingredients to the role:

• Ensure the team provide clear and timely communication to our customers / partners who raise issues during ticket lifecycle from receiving to closing requests
• Use your experience and growing expertise of managing service desks and our products to troubleshoot issues and errors, diagnose the problem, find the root cause and either solve yourself or escalate accordingly
• Gather metrics and data around common support requests to build out customer FAQ’s
• Embed best practices and process improvement for ticket handling and customer support
• Strategise with Technical Support Team Lead on scaling and improving the team

What will you bring to the table?

• Here’s what we’re looking for from our new Tech Ops Supervisor: Partner Support
• Experience in Customer Service or Client Management, dealing with clear and concise communication on issues through to resolution
• Experience managing Customer Services or Tech Ops team(s)
• Self-starter attitude to proactively encourage change and improvements to ways of working
• Ability to build positive relationships with both internal and external partners
• Experience working in a fast-paced, geographically dispersed environment
• Ability and willingness to learn and understand new platforms and technologies to provide strong support across a range of products
• Nice to have: Experience in SaaS companies, hospitality/payments experience and APIs, Postman/PAW, YAML, JSON technologies are an added bonus

At JET, this is on the menu:

Our teams forge connections internally and work with some of the best-known brands on the planet, giving us truly international impact in a dynamic environment.

Fun, fast-paced and supportive, the JET culture is about movement, growth and about celebrating every aspect of our JETers. Thanks to them we stay one step ahead of the competition.

Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit. Check our Blog for more information.

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Created on 01/07/2025 by TN United Kingdom