dev Southampton careers

About Us

Founded by a highly experienced team of marketing technologists with an incredible track record of leading the digital marketing industry, Fresh Relevance have worked with many of the biggest e-commerce brands. The goal was to create a platform using the latest database architecture that empowers all marketers to run highly personalized, automated, real-time communications.

It allows companies to mirror the mega brands but without a mega brand budget!  Not only does our proposition solve real challenges that exist in the market place, it generates revenue for our clients and reduces costs. 

Company

Fresh Relevance is a rapidly growing company, based at the attractive University of Southampton Science Park (map) in Chilworth, with a sales team in London, a US office in Boston and resellers worldwide. We embrace remote working too with staff spread across multiple countries. We’re growing quickly as demand for our services increases.

We have an informal and flexible work environment and are very responsive to ideas from staff and interns alike.

Aside from becoming a specialist in our own platform, there are plenty of opportunities to grow and expand your skillset, develop new skills and drive facets of the business.

Role

We're looking for a Technical Support Team Lead to join our Client Services team based out of our Southampton Science Park office; either in the office, from home or hybrid working.

You will lead our highly praised Client Services team, who are experts in both supporting users on the platform and delivering paid work on their behalf. This means managing a team of (currently) 10 based in our Southampton and Boston offices. Aside from leading the team, you will need to be technical enough to get involved directly supporting customers by email and phone, working with other teams to outline processes and direct future developments, and report to the VP of Customer.

Responsibilities

The successful applicant will take on day-to-day management of the team, setting the standard and direction, while handling regular 1-1s with the team members and acting as a representative of the team to other departments. You will also work directly with our clients solving their problems and helping them to make good use of our system. It is a very varied role, with responsibilities including:

  • Day to day management of the support function - ticket management, monitoring SLA metrics and escalation of urgent matters
  • Act as a mentor and coach for all members of the team by undertaking team one-to-ones and appraisals
  • Reporting on team progress
  • Liaising with other teams to endure smooth onboarding, support and service delivery for all customers
  • Providing phone or email advice to clients on how to accomplish their goals in our platform
  • Investigating and problem-solving client issues with our platform and content built in HTML, CSS and JavaScript
  • Training and explaining the platform to customers
  • Onboarding new customers

Requirements and Necessary Skills

  • 2+ years’ prior experience in a similar leadership role
  • Experience of managing staff performance
  • Good interpersonal skills with friendly and helpful manner
  • Ability to explain complex problems to non-technical people and document where required
  • Strong written and verbal communication skills
  • Strong analytical/problem solving skills
  • Desire to learn new systems and skills
  • Ability to work quickly to resolve technical issues with minimal oversight
  • Excellent attention to detail

Desirable

  • Prior experience managing a large team (5+)
  • Demonstrable HTML and CSS experience
  • JavaScript or other programming experience would be an advantage
  • Experience of providing training (internal and to end users)
  • Experience of digital marketing
  • Experience of email marketing

Compensation package

  1. Icon Competitive salary
  2. Icon Workplace pension
  3. Icon Professional development budget
  4. Icon Wellness allowance
  5. Icon Stock options
  6. Icon Fun company culture with regular team outings

Apply Now

Apply now to join our rapidly growing company and be part of a team of like-minded individuals working hard to make an impact in the digital marketing technology space.

 

Equal Opportunities
We aim to be an equal opportunities employer, and we are determined to ensure that no applicant or employee receives less favourable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, or race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.