• Coach and empower a small pod of support engineers to deliver exceptional outcomes through regular 1:1s, huddles, and clear goals.
• Own the queue: triage, prioritise, and ensure smooth handoffs across time zones and shifts.

Be the escalation point for complex incidents, guiding the team through P1/P2 situations to fast, calm resolutions.

• Lift service quality by running ticket QA, driving CSAT/NPS, performance, and reducing repeat issues.
• Champion the customer: build trusted relationships, keep communications human, and translate tech into business value.
• Improve how we work by streamlining processes, maturing knowledge articles, and embedding best practice.
• Partner across the business with Projects, Security, and Account Management on onboarding, changes, and proactive roadmaps.
• Plan the week: contribute to scheduling, training plans, and capacity planning so the team can do their best work.
• Report what matters: share insightful metrics and actions that help the team and our customers thrive.