Take a step forward and let Edenred surprise you. Every day, we deliver innovative solutions to improve the life of millions of people, connecting employees, companies, and merchants all around the world. We know there are hundred ways for you to grow. With us, you will expand your skills in a multicultural, challenging, and dynamic environment. Dare to join Edenred and get ready to thrive in a global company that will offer you endless opportunities. Edenred is all about meritocracy. You come as you are, and you contribute. Indeed, the Edenred Group recognizes, recruits and develops all talents and singularities. We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression, disability, origin, religious belief and sexual orientation or any other criteria. Backline Support Team Lead: Service Operations– Edenred Swindon - Hybrid Do you thrive in fast-paced environments and enjoy tackling complex problems? Are you a natural leader with a passion for building high-performing teams? About Edenred Edenred is a leading provider of pre-paid corporate payment solutions, connecting businesses with a network of merchants and service providers. They operate in 46 countries and serve over 85 million users. About the Role We are seeking a highly skilled and proactive Backline Support Team Lead to oversee our technical support operations, ensuring the resolution of complex customer and internal issues. This role is pivotal in bridging the gap between frontline support, engineering, and product teams to deliver high-quality service and technical expertise. The ideal candidate will be an experienced leader with strong problem-solving abilities, a deep technical background, and a passion for mentoring and process improvement. Key Responsibilities: Lead and mentor a team of Backline Support Engineers, fostering a culture of continuous learning and collaboration. Manage team workload, prioritising critical issues and balancing resources effectively Conduct regular performance reviews, coaching team members to improve technical and customer service skills Technical Escalation and Issue Resolution: Act as the primary escalation point for complex technical issues, ensuring timely and effective resolution Troubleshoot and diagnose intricate application, hardware and network-related problems, collaborating with engineering and product teams Develop and maintain deep expertise in company products, services and technologies Process Improvement and Documentation: Continuously refine support processes, automating and optimising workflows to enhance efficiency Maintain and improve internal documentation, knowledge bases, and standard operating procedures Help identify recurring issues and collaborate with cross-functional teams to implement long-term solutions Stakeholder Collaboration: Work closely with Product, Engineering, and Market Success teams to communicate customer pain points and drive improvements Provide detailed reports on team performance, issue trends, and areas for improvement Represent the Backline Support team in leadership meetings, advocating for necessary resources and process changes Required Experience: Deep technical support or troubleshooting experience Strong expertise in system administration Experience working in ticketing systems (Jira, ServiceNow) and monitoring tools Proven ability to diagnose and resolve complex technical issues independently Strong leadership, communication, and stakeholder management skills Ability to work under pressure, manage multiple priorities, and drive critical issues to resolution Desirable Experience: Experience working in payment services industry or enterprise technology environment Familiarity with Incident Management frameworks (ITIL) Proficiency in scripting or automation (Bash ,SQL ,Java) Personal attributes Client focused Eye for detail and led by data Selflessness support of others Excellent, professional communication skills written and oral Comfortable with handling confidential/sensitive data Why Join Us? Play a critical role in ensuing product stability and customer satisfaction Opportunities for career advancement Collaborative and inclusive work environment that values innovation and expertise Apply now and Vibe with Us