Team Lead, Technical Support

About Reputation

Reputation has changed the way companies improve their customer experience through feedback. Based in Silicon Valley and founded in 2013 Reputation is the only platform that empowers companies to fulfill their brand promise by measuring managing and scaling their reputation performance in real-time everywhere. Functioning as a business eyes and ears in the spaces where customers talk post review and recommend Reputation AI-powered product stack analyzes vast amounts of public and private feedback data to uncover predictive insights for companies to act on and improve their online reputations. Visit to learn more.

Reputation continues to earn recognition as a trusted leader in both innovation and partnership. Most recently the company was named an Inc. Power Partner a distinction awarded to B2B organizations with a proven track record of helping clients thrive. Reputation was also officially Certified as a Great Place to Work reflecting its commitment to cultivating a world-class culture that fuels long-term success for employees and customers alike.

Why work at Reputation

• Reputation has achieved substantial annual recurring revenue from Global Fortune 1000 companies and continues to grow worldwide.

• Weve secured significant funding from A-list venture capital firms such as Bessemer Venture Partner and Kleiner Perkins including a major equity financing from Marlin Equity Partners in January 2022.

• Reputation is trusted by more than 250 partners including Google Meta Yelp Apple Business Connect Healthgrades and Entrata.

• The platform is used by major automotive OEMs and thousands of their new vehicle dealerships. Additionally hundreds of healthcare systems and their locations along with top property management firms have integrated Reputation within their organizations.

• Our executive management team is committed to building a performance-based culture where excellence is rewarded and careers are developed.

• Who thrives at Reputation Managers who embody a player-coach mentality. Employees who value teamwork and cross-functional collaboration. People who emphasize perseverance and hustle over quick wins and luck.

• Our Mission: Help businesses always know what their customers are saying about them and always act on that feedback.

Job Summary:

Do you have a passion for customer support and a talent for leading by example Do you excel at solving complex technical challenges while mentoring others to do the same Reputation is looking for a proven Team Lead to guide our Technical Support this role you will be a senior member of the team acting as both a technical expert and a leader. You will handle advanced support issues manage escalations and ensure your team provides world-class customer service to some of the worlds biggest brands. If you thrive in a fast-paced environment and enjoy fostering the skills of your colleagues we want to hear from you.

Responsibilities:

• Serve as a Player-Coach: Provide daily leadership guidance and real-time coaching to a team of front-line Support Specialists to ensure team productivity and quality standards are met.

• Handle Advanced Technical Support: Act as the primary point of contact for Tier 1/2 level questions and complex client issues that require in-depth investigation and problem-solving.

• Manage Escalations: Take ownership of escalated client issues from the Tier 1/2 team working directly with clients and collaborating with internal departments

• Ensure Service Excellence: Monitor team performance to ensure every client receives superior service within established Service Level Agreements (SLAs).

• Mentor and Develop Team Members: Provide on-the-job training coaching and feedback to enhance the technical knowledge and problem-solving abilities of team specialists.

• Promote Best Practices: Champion and enforce established support processes workflows and quality standards within the team.

• Contribute to Knowledge Base: Assist in maintaining and improving self-help resources for customers and internal documentation for the support team.

• Additional duties as assigned.

Qualifications:

• 3-5 years of experience in a customer-facing technical support role with at least 0-2 years in a senior or lead capacity.

• Expert-level experience using Salesforce Service Cloud and JIRA.

• Proven experience handling technical escalations and resolving complex customer issues.

• Strong understanding of support metrics SLAs and call center processes.

• Excellent coaching and mentoring skills with a passion for knowledge sharing.

• Extensive knowledge of computer systems and SaaS applications.

• Exceptional customer service interpersonal and high-level problem-solving skills.

• Ability to communicate and transfer technical knowledge clearly and effectively to both technical and non-technical audiences.

• Comfortable juggling multiple priorities and meeting deadlines in a fast-paced team-oriented environment.

• Hybrid work schedule: 2 days in office on Tuesday and Wednesday (subject to change)

When you join Reputation you can expect:

• Flexible working arrangements.

• Career growth with paid training tuition opportunities.

• Active Employee Resource Groups (ERGs) to engage with.

• An equitable work environment.

• We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race religion color national origin gender sexual orientation age marital status veteran status or disability status.

• At Reputation were committed to building a workforce that reflects a broad range of backgrounds experiences and perspectives. We believe that diversity strengthens our team drives innovation and helps us better serve our customers and communities. Through inclusive hiring practices and ongoing initiatives we strive to create a workplace where everyone feels valued and empowered to contribute

Company benefits include:

• Company paid private health insurance for you and your family

• Life Insurance (4 x salary)

• Employee Assistance Program

• 21 paid company holidays plus bank holidays every addition enjoy 6 Recharge Days which are wellness days where the entire company takes time off together to rest recharge and prioritize mental health.

• Take advantage of our Cycle Scheme and save up to 8% on home and tech products and spread the cost interest-free.

• Our Employee Resource Groups (ERGs) provide opportunities to connect share experiences and support one another in creating an inclusive community. On top of that enjoy monthly social events to build connections and have fun with your team.

• Free car parking at our Liverpool UK office

• At our Liverpool office you can enjoy free snacks and beverages to keep you energized throughout the day. Plus take advantage of 15 towards lunch for 3 days a week with Deliveroo while you are working in the office.

• Gym membership up to 20 per month

• Opportunity to participate in giveback & cultural activities.

We are proud to be an equal opportunity employer and strongly value diversity within our company. We are committed to ensuring a workplace free from discrimination where everyone is treated fairly regardless of race religion ethnicity gender sexual orientation age marital status disability or any other protected characteristic. We believe that diverse perspectives foster innovation and contribute to our shared success and we welcome all individuals to join us in creating an inclusive environment.

To learn more about how we handle the personal data of applicants visit ourCandidate Privacy Notice.

Applicants only - No 3rd party agency candidates.