Technical Excellence Lead

Nextbase; Caerphilly; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Health insurance

Job summary

Nextbase is seeking a Technical Excellence Lead to actively service customers across channels, focusing on complex/B2B cases, while supporting the Technical Excellence Manager with advanced troubleshooting and mentoring. You will drive AI-assisted deflection and contribute to a world-class, globally consistent customer experience.

You will handle escalations, mentor ambassadors, contribute to self-service content, and collaborate with enablement to improve CSAT and reduce tickets.

Qualifications

• ≥85% success on escalated/complex tickets.
• Strong diagnostic and mentoring skills on technical topics.
• Experience using AI tools for deflection and self-service.
• Experience supporting B2B customers with integrations and SLAs.
• 2+ years as Customer Ambassador or equivalent.

Responsibilities

• Handle live customer interactions across tickets, chat and calls with complex queries.
• Escalate technical issues and provide expert troubleshooting.
• Mentor Customer Ambassadors on technical issues and AI tool usage.
• Create self-service content with guides and API docs.
• Contribute to team goals on CSAT and deflection.

Skills

Technical troubleshooting

Mentoring

AI tools usage

Customer service

Escalation handling

Tools

AI chatbot

Job description

As Technical Excellence Lead, you will spend the majority of your time actively servicing customers across all channels (with focus on complex/B2B cases), while supporting the Technical Excellence Manager by handling advanced technical issues, mentoring on complex troubleshooting, and driving AI/technical deflection - ensuring swift, accurate resolutions and contributing to a world-class customer experience and global consistency across all markets.

Key responsibilities

• Customer servicing (primary ~80% of role): Handle live customer interactions across tickets, chat and calls, resolving complex technical queries (especially B2B: integrations, SLAs, multi-user issues) with high accuracy and speed
• Handle escalated technical tickets during shift: Provide expert troubleshooting and resolution
• Mentor Customer Ambassadors on complex technical issues, AI tool usage and troubleshooting techniques
• Contribute to self-service technical content (guides, API docs, integration materials) in collaboration with Enablement & Quality
• Monitor and improve deflection during shift via AI/chatbot flows and technical self-service promotion
• Act as the first escalation point for technical issues during your shift
• Support B2B account coordination (liaison with manager/sales on handoffs and check-ins)
• Contribute to team-wide goals on CSAT, deflection, and waste reduction through expert technical support

Person specification

• Proven technical performance: ≥85% success on escalated/complex tickets
• Strong diagnostic and mentoring skills on technical topics
• Demonstrated use of AI tools and contribution to deflection
• Commitment to global consistency and a world-class customer experience
• 2+ years as a Customer Ambassador (or equivalent experience)
• Experience supporting B2B customers (integrations, SLAs, enterprise scenarios)
• Familiarity with technical self-service content creation
• Technical problem-solving
• Mentoring & knowledge sharing

Shared Team KPI Contribution

• Support CSAT ≥92% through accurate complex resolutions
• Reduce preventable tickets 15-20% YoY through escalation prevention and root-cause sharing