Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
Target Resume Now
About the Role
As Support Technology Lead, you are the strategic and operational owner of our Customer Happiness technology ecosystem, with Zendesk at its core. You will translate global support ambitions into a technology roadmap, drive AI and automation adoption, and ensure tools empower agents to deliver the best possible experience to tonies families.
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.
- Partner with the Head of Global Support Experience and senior leadership to define technology strategy aligned with Customer Happiness goals.
- Develop and own a comprehensive technology roadmap, including AI adaptation, automation, and tool optimisation.
- 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.
- Oversee the full lifecycle of Customer Happiness technology projects, ensuring delivery on time, within scope, and within budget.
- Identify project risks early and develop contingency plans.
- Lead change management for new platform releases and tool rollouts.
- 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, 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.
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.
- At least 2 years in a lead or senior individual-contributor role.
- Hands-on, advanced experience with Zendesk (administration, configuration, reporting, and integrations).
- 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).
- Structured, proactive approach to problem-solving, risk identification, and change management.
- Familiarity with ITIL frameworks or similar service management methodologies (Nice to Have).
- Experience in a consumer goods, toy, or family-oriented brand environment (Nice to Have).
- Background in managing international or multi-market support operations (Nice to Have).
Skills
- Zendesk administration
- Zendesk configuration
- Zendesk reporting
- Zendesk integrations
- AI adaptation
- Automation
- Tool optimisation
- Project management
- Change management
- Analytical skills
- Communication skills
Location
- Global
Work Type
- Full-time
Experience Level
- 5+ years of experience in technology implementation, automation, or platform ownership
- 2+ years in a lead or senior individual-contributor role
Education Level
- Zendesk Administrator Certification is strongly preferred
Benefits
- Competitive salary
- Range of comprehensive benefits tailored to your specific location
- Individual learning budget
- Attractive discounts on products
- Generous paid time off
About the Company
- tonies is the world’s leading interactive audio platform for children, with over 12 million Tonieboxes and 165 million Tonies sold globally.
- Our intuitive, screen-free system empowers children to learn and play independently in a safe and engaging way.
- With a presence in over 100 countries and a diverse portfolio of ~1,500 Tonies across multiple languages, we continue to redefine how children experience storytelling and learning.
- Since our IPO in 2021, our global team of 630+ colleagues is united by a shared mission: shaping the future of play, learning, and imagination.
Equal Opportunity
- As part of our principles, we are committed to supporting inclusion and diversity at tonies.
- We actively celebrate our colleagues’ different abilities, ethnicities, faith and gender.
- Everyone is welcome and supported in their development at all stages in their journey with us.