Support Technology Lead (all genders)

About tonies:

Du als Teil von tonies:

You as part of tonies:

Deine Aufgaben umfassen:

Your tasks and responsibilities will include:

• 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.

Was dich in deiner Ausbildung erwartet:

Was wir uns von dir wünschen:

What we are looking for:

• 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.

• Familiarity with ITIL frameworks or similar service management methodologies.
• Experience in a consumer goods, toy, or family-oriented brand environment.
• Background in managing international or multi-market support operations.

Warum tonies?

Why tonies?

• Global Teamwork: We collaborate across departmental and country borders. You’ll be part of a truly international community where every voice is heard.
• Come as you are: This applies to the dress code and everything else. We believe you give your best when you feel truly comfortable being yourself.
• 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.
• Collaboration & Community: We’re big on "we." You’ll join a team that values connection and celebrates wins together, no matter the time zone.
• 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.

Was unser Software Development ausmacht:

What makes our software development unique:

Gut zu wissen:

Good to know: