Support Technology Lead

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tonies® USA

WebsiteLinkedInAll Job Openings

51 - 200 employees

#Toniebox is a #ScreenFree, imagination-based audio speaker that plays music and stories when you place a Tonie on top. With a growing and extensive library of Tonie characters, you can find your favorites from literary classics, to Disney movies, or even record your own special stories with Creative-Tonies.

📋 Description

• 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. • 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.

🎯 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.

🏖️ Benefits

• Competitive Package : We offer a competitive salary and a range of comprehensive benefits tailored to your specific location, which we’ll share during the recruiting process. • Continuous Learning : Benefit from internal/external training and an individual learning budget to keep your skills as sharp as a Tonie’s ears. • Tonie Discounts: Enjoy attractive discounts on our entire range of products. You’ll quickly become the favorite guest at every birthday party! • Rest & Recharge : Great work requires a clear head. You’ll enjoy generous paid time off to ensure you have plenty of time for your own stories.