Head of Technical Support
Duffel, London, United Kingdom
About the job
📍 London (Hybrid — 2 days onsite)
🕒 Permanent | Start ASAP
WE’RE MAKING TRAVEL EFFORTLESS. JOIN US.
Travel is essential, whether it’s visiting family, starting a new adventure, or taking a career defining trip. Yet today, over 4 billion airline passengers rely on tech that hasn't changed in decades.
At Duffel, we’re rebuilding the infrastructure underpinning the global travel industry. Backed by top-tier investors (Benchmark, Blossom, Index Ventures, and Kima Ventures) and born out of Y Combinator (S18), we’re simplifying complex systems to build the future of travel
About the role
As Head of Technical Support, you’ll lead our team of Technical Support Engineers and take responsibility for the quality, effectiveness and development of the function.
You’ll build a team that combines strong technical investigation with clear, thoughtful customer communication. You’ll coach engineers, establish effective ways of working and ensure customers receive dependable support as their integrations grow in complexity and scale.
You’ll stay close to the work: reviewing investigations, helping with significant escalations and understanding where our products or processes create friction. Your impact will come from strengthening the whole team’s ability to resolve problems and turning what we learn from support into lasting improvements.