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Technical Excellence Lead
Job in
Caerphilly, Caerphilly County, CF83, Wales, UK
Listed on 2026-10-25
Listing for:
Nextbase
Full Time
position Listed on 2026-10-25
Job specializations:
-
IT/Tech
Technical Support, IT Support, HelpDesk/Support
Job Description & How to Apply Below
As Technical Excellence Lead, you will spend the majority of your time actively servicing customers across all channels (with focus on complex/B2B cases), while supporting the Technical Excellence Manager by handling advanced technical issues, mentoring on complex troubleshooting, and driving AI/technical deflection - ensuring swift, accurate resolutions and contributing to a world-class customer experience and global consistency across all markets.
Key responsibilities- Customer servicing (primary ~80% of role):
Handle live customer interactions across tickets, chat and calls, resolving complex technical queries (especially B2B: integrations, SLAs, multi-user issues) with high accuracy and speed - Handle escalated technical tickets during shift:
Provide expert troubleshooting and resolution - Mentor Customer Ambassadors on complex technical issues, AI tool usage and troubleshooting techniques
- Contribute to self-service technical content (guides, API docs, integration materials) in collaboration with Enablement & Quality
- Monitor and improve deflection during shift via AI/chatbot flows and technical self-service promotion
- Act as the first escalation point for technical issues during your shift
- Support B2B account coordination (liaison with manager/sales on handoffs and check-ins)
- Contribute to team-wide goals on CSAT, deflection, and waste reduction through expert technical support
- Proven technical performance: ≥85% success on escalated/complex tickets
- Strong diagnostic and mentoring skills on technical topics
- Demonstrated use of AI tools and contribution to deflection
- Commitment to global consistency and a world-class customer experience
- 2+ years as a Customer Ambassador (or equivalent experience)
- Experience supporting B2B customers (integrations, SLAs, enterprise scenarios)
- Familiarity with technical self-service content creation
- Technical problem-solving
- Mentoring & knowledge sharing
- Support CSAT ≥92% through accurate complex resolutions
- Reduce preventable tickets 15-20% YoY through escalation prevention and root-cause sharing
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