Support Team Leader

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The role

Indigo Tree is looking for a Support Team Leader.

This is a unique opportunity to lead our busy Support team and oversee the internal Quality Assurance (QA) process for new website development projects. You will be responsible for the smooth daily operation of the Support desk, which attracts client requests via a ticketing system from over 250 clients, who are on a range of care plans.

Utilising your understanding of good, accessible website design and your basic understanding of WordPress, you will have ultimate accountability for our established internal QA process, which is completed on all website development projects. The QA stage is a vital part of the project plan; it ensures that the technical development meets the design specification, the website delivers against the original scope of work and is ready for content to be added prior to cross browser testing.

Working closely with the Project Management team and Engineering team, you will take ownership of the process to ensure we are continually improving and exceeding our client’s expectations. You will lead by example and ensure that the Support and QA have the necessary skills and knowledge to complete the QA process to the highest standard.

Salary: £30k – 35k
We’d love to speak with you: contact us and apply at https://apply.workable.com/indigotree/
Closing date for applications: 19th November 2021

Key Responsibilities include:

  • Leading the Support team with daily oversight and management of the Support Desk
  • Responsibility for the development and mentoring of a small team of Support and Quality Assurance Technicians
  • Leading your team by example and taking ownership for the projects you are working on
  • Ensuring tickets raised by clients, via email or phone, are triaged correctly and escalated to the Project Management or Engineering team where needed
  • Completing tickets in Teamwork Desk and working with the development team to solve technical problems
  • Ensuring our client SLAs are monitored and met
  • Effective prioritisation of tasks and identifying when clients are approaching their agreed time limit
  • Maintaining a culture of responsiveness and offering the best service for our clients
  • Recording all time spent on support tasks in Teamwork Projects
  • Recording all ad-hoc purchases on behalf of clients and ensuring the reconciliation via billing tasks
  • Identifying growth opportunities for existing projects and clients
  • Developing a strong understanding of the different facets of the business and ensuring clear communication across departments
  • Overall responsibility for the onboarding process of new clients
  • Supporting the Project Management team to complete effective Quality Assurance and content for all development projects
  • Identifying and recommending improvements in order to streamline processes
  • Providing detailed summaries for the PM team when a QA stage has been completed, outlining where information is required from a client to progress the project
  • Managing website launches and editing DNS record

Who are we looking for?

We’re looking for an energetic, motivated person to join a busy, fast-paced environment. You will have experience of leading a team in a technical role, ideally in an agency environment, with excellent attention to detail and top-notch communication skills. 

You will be highly organised, have strong client management experience and be comfortable liaising with stakeholders at all levels within an organisation. 

You’ll have most of these skills:

  • A minimum 3 years’ experience working in a technical, client-facing digital support role
  • Strong communication skills – you can take technical lingo and make it understandable to customers – both with external clients and internal colleagues, in writing, meetings or on the phone
  • Excellent attention to detail
  • Confidence in working in a fast-paced environment with the ability to prioritise workloads in order to balance an assortment of tasks and meet deadlines
  • Highly organised and able to follow company processes to ensure all project work is documented, and a proactive approach to planning work
  • Proficient in general business software tools such as Outlook, Word, PowerPoint, and Excel
  • Basic understanding of WordPress Block Editor would be an advantage
  • Good understanding of the fundamentals of HTML and CSS
  • Strong troubleshooting abilities (e.g. include finding CSS and JavaScript conflicts using browser developer tools or determining whether a plugin could be causing a code conflict)

Who you’ll be working with:

Reports to: Client Services Director
Works with: Project management, Support, QA, Developers

What’s on offer:

  • 25 days annual leave + 8 public holidays
  • A £500 personal training budget for further professional development and attending conferences
  • Generous pension: Indigo Tree contribute 6%, which is double the minimum requirement
  • Remote working would be considered (our development team are fully remote)
  • Flexible working options; we have a lovely office in Tring, Hertfordshire
  • A positive, supportive atmosphere!
  • Dedicated training days to help you learn new skills
  • Perkbox: monthly discounts on restaurants, cinema, and retail stores
  • Opportunity to work on a variety of client accounts.

Salary: £30k – 35k
We’d love to speak with you: contact us and apply at https://apply.workable.com/indigotree/
Closing date for applications: 19th November 2021

About Indigo Tree

Indigo Tree is a website design and development agency with expertise in digital solutions, content creation and SEO (search engine optimisation) for businesses, schools, and agencies across the UK. We provide a strategic and well-rounded offering – from business and brand strategy to experience-led design and technology. Fundamental to our whole being and behaviour is integrity, which is born out of our passion for technology and business, and an enthusiasm to deliver the best results for our clients.