Technical Excellence Lead: AI-Driven Customer Resolution

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

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.