Support Lead
Support Lead
Posted on :
27-05-2025
Employer Active
1 Vacancy
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Job Description
InvestorFlow is the only company of its kind to deliver industry specialized CRM built on Salesforce and digital portals to help alternative asset firms find opportunities create and manage relationships and turn relationship insights into action with increased productivity and transparency.
The Support Lead is responsible for managing day-to-day technical support operations within the United Kingdom. As the regional point of contact this individual plays a key role in resolving escalated issues mentoring team members and driving excellence across support processes. While the primary focus is on leading the UK-based team this role also contributes to global initiatives and collaborates with cross-functional teams to improve client outcomes.
The Support Lead will also support the enablement of new team members through our global technical training program for emerging talent helping them grow into confident capable product experts. This is a hands-on leadership role that blends client-facing technical work with team coaching and continuous process improvement.
You Will
- Serve as the regional lead for the UK technical support team.
- Help drive recruitment onboarding and ongoing training for UK-based support analysts.
- Provide mentorship and coaching to build a collaborative client-focused UK support team.
- Assist in training and enabling global new hires in the Professional Advancement & Talent Hub (PATH) program in collaboration with global enablement teams
- Act as the technical escalation point for complex or high-priority support issues within the UK.
- Troubleshoot and resolve client issues across InvestorFlows Pulse Portfolio and Pipe product lines.
- Conduct root cause analysis and escalate bugs enhancements and outages to the appropriate internal teams.
- Monitor and drive regional support KPIs (e.g. SLA adherence CSAT article attachment rate).
- Maintain and improve knowledge base articles and internal documentation to support efficient case resolution.
- Contribute to the development and delivery of support training materials particularly in support of PATH program efforts.
- Represent the UK support team in cross-regional initiatives and collaborate with internal departments (Product Client Success Engineering).
- Align UK support operations with global best practices and strategic goals.
You Have
- Bachelors degree in Computer Science Business or a related field or equivalent work experience.
- 35 years of Salesforce experience
- Salesforce Administrator Certification (required).
- Proven experience in a client-facing technical support role with demonstrated ability to mentor peers or junior team members.
- Strong diagnostic debugging and root cause analysis skills.
- Excellent written and verbal communication skills in English.
- Familiarity with knowledge management and internal training best practices.
- Ability to prioritize and multitask in a fast-paced environment.
- Additional Salesforce certifications such as Advanced Administrator Platform App Builder Consultant (Sales/Service) or Platform Developer I.
- Experience creating or contributing to training and enablement programs.
- Familiarity with SQL and SOQL for data troubleshooting and querying.
- Experience with property management systems (e.g. Yardi MRI Qube etc.) is a plus.
- Comfort with video editing or e-learning content creation tools.
- Experience working with Salesforce Zendesk Jira or other ticketing tools.
InvestorFlow is an investor and deal engagement platform that prioritizes intelligent digital experiences productivity and engagement. Our cloud-native platform integrates deal flow management fundraising reporting and investor services. We are proud to serve over 175 clients including 25 of the top 50 alternative asset managers managing more than $6 trillion in assets 750 funds and 90000 LPs. Headquartered in Menlo Park California we are committed to driving innovation and inclusivity in the financial industry. To learn more about our company please visit .
Employment Type
Full-Time
Department / Functional Area
Key Skills
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