Technical Support Team Lead

🔒 Confidential Employer
Posted 8 May 2026
LOCATION
Remote
TYPE
Full-time
LEVEL
Mid-Senior level
CATEGORY
Customer Service
This employer holds a UK Home Office sponsor license — sponsorship for this specific role is at the employer’s discretion

SKILLS

Technical Support API Troubleshooting SaaS Platforms Incident Management SLA Management Cross-functional Collaboration Analytical Skills English Communication

FULL DESCRIPTION

Technical Support Team Lead

Company: [Employer hidden — sign up to reveal] | Location: Remote (Multiple locations) | Remote status: Fully Remote | Department: Customer Operations

About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] is a leading full-cycle verification platform that enables scalable compliance. From identity and business verification to ongoing monitoring, our platform adapts to different risk appetites and market demands, ensuring global compliance. It allows customizing analytics and workflows with a no-code interface. Over 4,000 clients — including Bitpanda, Wirex, Avis, Bybit, Vodafone, Duolingo, Kaizen Gaming, and TransferGo — trust [Employer hidden — sign up to reveal] to accelerate growth, prevent fraud, and maintain compliance worldwide. Now we are looking for an experienced Team Lead to join our B2B L2 Support Team & manage a group of Technical Support Specialists handling complex client issues across our products and services.

What You Will Be Doing

  • Leading, mentoring & developing a team of L2 B2B Support Engineers, fostering a high performance and accountable culture.
  • Overseeing the resolution of complex technical issues escalated from L1 Support, ensuring timely and effective solutions.
  • Acting as an escalation point for critical incidents, coordinating with engineering, product & other internal teams.
  • Monitoring team performance, KPIs & SLAs, ensuring adherence to support standards.
  • Driving process improvements, optimizing workflows, implementing best practices & contributing to root cause analysis and long-term improvements.
  • Ensuring high quality B2B client communication, maintaining strong relationships, and supporting onboarding and continuous training of team members.

About You

  • 2–3+ years of technical support experience (preferably in B2B) with some leadership or mentoring exposure.
  • Strong technical skills, including troubleshooting complex systems, APIs, integrations or SaaS platforms.
  • Solid understanding of support processes (incident management, escalations, SLAs).
  • Experience collaborating cross-functionally with engineering and product teams.
  • Strong analytical, problem-solving, and prioritization skills in fast-paced environments.
  • Excellent English communication skills (written and verbal).

Nice to Have

  • Experience with CRM/ticketing systems (e.g., Jira, Intercom).
  • Basic knowledge of SQL, log analysis, or monitoring tools.
  • Experience in fintech, payments or other complex technical domains.

What We Offer

  • Remote-first, trust-based culture. Work from the place that works best for you.
  • Extra time off including birthday, personal days, sick days, and holiday time.
  • Work that matters in building a secure, accessible digital world.
  • Fair and transparent compensation.
  • Truly global team with cross-border campaigns.
  • Growth built in with clear goals and feedback.
  • Team offsites fully covered.
  • Tools and hardware provided.
  • Friendly and inclusive culture.

Hiring Stages

TA screening -> Hiring Manager Interview

Application

[Employer hidden — sign up to reveal] is an equal opportunity employer. We welcome applications from all backgrounds. Apply via the career site.

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