Support Technology Lead (all genders)

tonies

9d•Remote

About The Position

This role can be remote within the UK or Germany. As Support Technology Lead, you are the strategic and operational owner of our Customer Happiness technology ecosystem - with Zendesk at its core. You translate our global support ambitions into a coherent technology roadmap, drive AI and automation adoption, and ensure that every tool and workflow empowers our agents to deliver the best possible experience to tonies families.

Requirements

Experience with AI or automation tools in a support environment (e.g. Zendesk AI, chatbots, deflection tools).
5+ years of experience in technology implementation, automation, or platform ownership, ideally applied within a customer support or CX context, including at least 2 years in a lead or senior individual-contributor role.
Hands-on, advanced experience with Zendesk (administration, configuration, reporting, and integrations); Zendesk Administrator Certification is strongly preferred.
Proven track record of building or owning a support technology roadmap and delivering projects end-to-end.
Strong analytical skills - comfortable translating data into actionable insights and presenting findings to senior stakeholders.
Experience working cross-functionally with IT, Engineering, and Product teams.
Excellent communication skills in English (written and verbal); additional languages are a plus.
Structured, proactive approach to problem-solving, risk identification, and change management.

Nice To Haves

Familiarity with ITIL frameworks or similar service management methodologies.
Experience in a consumer goods, toy, or family-oriented brand environment.
Background in managing international or multi-market support operations.

Responsibilities

Lead and mentor the Customer Support Technology Administrator, setting clear priorities, reviewing deliverables, and removing blockers.
Act as the primary escalation point for critical platform issues, coordinating resolution across IT, Engineering, and Zendesk account management teams.
Maintain comprehensive documentation of system configurations, integrations, processes, and best practices, ensuring knowledge is accessible to all relevant stakeholders.
Partner with the Head of Global Support Experience and senior leadership to define technology strategy aligned with short- and long-term Customer Happiness goals.
Develop and own a comprehensive technology roadmap, including AI adaptation, automation, and tool optimisation, with clear milestones and measurable outcomes.
Identify and evaluate new tools, vendors, and integrations that improve support efficiency, reduce cost-per-contact, or enhance the customer experience.
Cultivate a close working relationship with tonies' dedicated Zendesk account managers and attend relevant virtual and in-person Zendesk or industry conferences.
Oversee the full lifecycle of Customer Happiness technology projects (planning, implementation, and execution), ensuring delivery on time, within scope, and within budget.
Identify project risks early and develop contingency plans to protect timelines and quality.
Lead change management for new platform releases and tool rollouts, including stakeholder communications, training, and adoption tracking.
Proactively identify gaps and inefficiencies in support workflows and processes, leading initiatives to optimise and streamline global support operations.
Relay structured customer and agent feedback to Product, IoT, and App teams to drive improvements in the tonies product experience.
Work closely with Customer Happiness (global), IT, Engineering, IoT, App, Product, Brand, and Legal teams to align platform capabilities with business needs.
Support hiring, onboarding, and training for the Support Technology Administrator and any future team hires, including developing training materials and protocols.