Quality and Customer Support Team Lead

About Secondmind

Secondmind exists to help automotive innovators design better cars faster and achieve greater sustainability through machine learning. We are driven by a desire to achieve sustainability in our operation and through the products we develop for our customers.

Our positive working culture is founded on a collaborative environment that encourages teamwork and innovation. We foster open communication and cross-functional collaboration, enabling diverse teams to work together to solve complex challenges. Our flexible workplace plan ensures a healthy work-life balance, accommodating various working styles and personal needs, whether through remote work options or adaptable schedules.

We also prioritize personal and professional growth by offering development opportunities, including training and mentorship. This nurturing environment empowers our employees to thrive, continuously learn, and contribute meaningfully to our mission of advancing automotive system design and calibration with cutting-edge machine learning solutions.

Location: We offer a hybrid working environment, with a flexible work schedule to support a work life balance within the UK. The Secondmind office is based in Cambridge, a few minutes walk from the train station.

About the role

As the Quality and Customer Support Team Lead, you are responsible for ensuring high standards of product quality while fostering excellent client relationships.

This role involves developing and implementing comprehensive quality assurance frameworks, monitoring performance and addressing quality issues with corrective actions. A strong focus is placed on promoting continuous improvement in our processes and strategies.

On the customer support side, you will oversee seamless customer service operations, ensure customer issues are triaged and updated regularly, and integrate customer feedback for product enhancements.

You will also lead and develop the quality and customer support team, devise support strategies and collaboration across the organisation to align quality and customer insights with the organisation goals.

Key responsibilities

From a Quality perspective;

• Developing quality assurance frameworks: Design and implement comprehensive quality assurance strategies and processes.
• Monitoring performance: Regularly evaluate product performance against established standards through testing.
• Problem resolution: Investigate quality issues and in collaboration with Engineering, design corrective actions to address and prevent recurrence.
• Deployment: Oversee CI/CD testing processes ensuring smooth and timely major, minor, and patch releases.
• Exploratory testing: Establish a program of exploratory testing to complement existing testing procedures and ultimately improve overall software quality.

From a Customer Support perspective;

• Customer experience management: Oversee customer service operations to ensure a positive and seamless experience for customers and customer facing engineers.
• Issues resolution: Manage the resolution of customer issues swiftly and effectively, ensuring customer satisfaction.
• Product support: Be an expert on our products, able to swiftly and accurately address customer inquiries regarding product capabilities and limitations.
• Feedback integration: Collect and analyze customer feedback to identify opportunities for product improvements.
• Support strategy development: Develop and implement customer support strategies that align with organizational goals and customer needs.

From a Team Lead perspective;

• Team leadership: Lead, train, and develop the Quality and Customer Support Team to ensure high levels of morale and performance.
• Interdepartmental coordination: Work closely with product development, sales, and marketing teams to provide insights from quality and customer support that influence product or service improvements.
• Stakeholder reporting: Communicate quality and support metrics and insights to senior management and stakeholders.

What skills, experience, and qualifications do you need to succeed in this role?

Essential:

• At least 2 years experience in a technical leadership role, including line management.
• Strong understanding of software development and testing methodologies.
• Advocate for best practice in customer support, ensuring clarity and customer delight.
• An inherent curiosity and eagerness to explore various paths to uncover hidden issues.
• Strong skills in communicating with developers, product managers, customers and other stakeholders.
• Degree in computer science, information technology or related field.

Desirable:

• Familiarity with build tools, testing tools, continuous integration systems and version control systems.
• Experience with cloud platforms and deployment tools.

Our culture - what we can offer you

We offer a working environment that is inclusive, stimulates innovation and continuous learning, and that thrives on growth and change.

Our culture is underpinned by our values; they are what we stand for, part of our DNA. They help us to attract and retain the right talent and customers, help us make the right decisions and clarify how we should all behave and treat one another, they are:

• Delight every customer (Customers)
• No bar too high (Excellence)
• Give more than take (Sustainability)
• Make the impossible, possible (Innovation)
• Celebrate differences, act as one (Inclusion)

We also offer a number of benefits including:

• Competitive salary - reviewed annually
• 25 days annual leave, plus statutory bank holidays
• Enhanced family leave policies
• Salary Sacrifice Pension Scheme
• Life Assurance of 4x salary
• Private Medical Insurance
• Eyecare Policy
• Dental Cash Plan
• Stock Options (where applicable)
• Free 24 hour access on-site gym
• Discount Shopping & Wellbeing Platform
• Employee Assistance Programme
• Values Award Scheme
• Cambridge Botanic Garden membership
• Social events, game nights and sports groups

We are an equal opportunities employer, and aim to ensure all candidates are treated equally and fairly through the application process and beyond. We actively encourage applicants from under-represented backgrounds, and encourage our people to bring their authentic, original, and best selves to work. If you require assistance or an accommodation through the interview process due to a disability, to apply for one of our roles, please contact hr@secondmind.ai.