Tech Support Lead: Onboarding & Client Success (Hybrid)

Ronald James Group; Newcastle upon Tyne; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Ronald James Group is seeking an experienced Technical Support Lead to own the client support and onboarding function within a growing technology-led organisation. This hands-on leadership role combines team management with direct involvement in onboarding, technical support, issue resolution and ongoing service improvement.

You will lead a small team while staying close to day-to-day operations and clients, helping to build a scalable, efficient and consistently high-quality support function.

Qualifications

• Experience leading a client support or technical services team.
• Strong understanding of onboarding processes and client workflows.
• Proven ability to drive service improvements.
• Excellent communication and stakeholder management.

Responsibilities

• Act as an escalation point for complex client support issues and incidents.
• Work directly with clients to investigate and resolve technical queries.
• Support the wider team during periods of high demand.
• Develop a strong understanding of client workflows, systems and support processes.
• Ensure clients receive a consistently high standard of service.
• Take an active role in onboarding new and key clients.
• Deliver onboarding sessions and user training where required.
• Ensure onboarding processes are efficient, practical and consistently followed.
• Identify opportunities to improve the overall onboarding experience.
• Lead, coach and support a small client services/support team.
• Manage workloads and ensure resources are allocated effectively.
• Set clear expectations around performance, service standards and accountability.
• Support individual development through regular feedback, coaching and development plans.
• Promote knowledge sharing and continuous improvement across the team.
• Act as a senior point of contact for key clients when required.
• Gather client feedback and identify recurring issues or opportunities for improvement.
• Work collaboratively with internal teams to ensure client feedback contributes to future improvements.
• Support client communications and service updates.
• Define and maintain KPIs across support and onboarding.
• Produce regular reporting and management information.

Skills

Leadership

Client onboarding

Team collaboration

Job description

Ronald James Group is seeking an experienced Technical Support Lead to own the client support and onboarding function within a growing technology-led organisation. This hands-on leadership role combines team management with direct involvement in onboarding, technical support, issue resolution and ongoing service improvement.

You will lead a small team while staying close to day-to-day operations and clients, helping to build a scalable, efficient and consistently high-quality support function.