Key Responsibilities:
- Lead, mentor, and develop a high-performing team of Application Support Engineers.
- Own and manage the incident and production bug resolution processes and KPIs to drive platform uptime and reduce customer impact from bugs and incidents.
- Own and manage internal systems and tools including Jira, Twilio and our in-house CRM.
- Drive root cause analysis and coordinate with Product and Engineering to ensure resolve bugs and systemic issues.
- Act as an escalation point for complex customer issues that require deep technical knowledge or cross-functional input.
- Collaborate closely with Product, Engineering, and customer facing teams to resolve issues and enhance customer experience.
- Optimize support workflows, documentation, and tooling (Jira) to improve team efficiency and customer satisfaction; introducing AI and automation wherever possible.
- Own performance metrics (e.g., resolution time, backlog management, customer satisfaction scores) and report on KPIs regularly.
- Foster a culture of continuous learning, technical excellence, and customer empathy within the Application Support team.
- Manage the on call rota and availability of the App Support team to ensure full out of hours coverage for incidents and production issues in collaboration with on call engineers.
Requirements:
- 5+ years of experience in technical support or application support ideally within a SaaS or payments environment.
- 2+ years of experience in a leadership or management role.
- ITIL or similar service management certification.
- Strong understanding of cloud-based software systems, APIs, integrations, and payment platforms.
- Proven ability to diagnose and resolve technical issues across a range of technologies (e.g., databases, REST APIs, logs, front-end & back-end systems).
- Exceptional communication and stakeholder management skills.
- Experience working cross-functionally with Product, Engineering, Customer Experience and Commercial teams.
- Familiarity with support and monitoring tools (e.g., Hubspot, Jira, Datadog, Postman, Twilio etc.).
- Knowledge of SQL, scripting, or basic programming for debugging purposes.
- Passion for improving systems, processes, and customer outcomes.
Nice to have:
- Experience in regulated or high-security environments (e.g., FinTech, payments, healthcare).
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What We Do
Fresha is the world's largest and top-rated booking platform for Beauty and Wellness trusted by millions of consumers worldwide. Fresha is used by 70,000+ businesses and 300,000+ professionals worldwide, processing over 20mil appointments per month. Fresha is headquartered in London, United Kingdom with global offices located in New York City, Vancouver, Sydney, Dublin, Amsterdam , Dubai and Warsaw. The company raised $185M in venture capital funding to date from leading institutional investors.
Fresha allows consumers to discover, book and pay for beauty and wellness appointments with local businesses via its marketplace, while beauty and wellness businesses and professionals use an all-in-one platform to manage their entire operations with its intuitive free business software and financial technology solutions. Fresha’s ecosystem gives merchants everything they need to run their business seamlessly by facilitating appointment bookings, point-of-sale, customer records management, marketing automation, loyalty, beauty products inventory and team management. The consumer marketplace unlocks revenue potential for partner businesses by leveraging the power of online bookings and automated marketing through mobile apps and advanced integrations with major tech brands including Instagram, Facebook and Google.
