About Fresha
Fresha is the leading marketplace platform for beauty & wellness, trusted by millions of consumers and businesses worldwide. Used by over 120,000 businesses and 450,000 stylists and professionals globally, Fresha has processed over 1 billion appointments. Headquartered in London, UK, Fresha has 12 global offices across North America, EMEA, and APAC.
Fresha empowers consumers to discover, book, and pay for beauty and wellness appointments, while providing businesses with an all-in-one, subscription-free platform for managing operations, including appointment bookings, point-of-sale, customer records, marketing automation, loyalty programs, inventory, and team management.
The consumer marketplace drives revenue for partner businesses by leveraging online bookings and automated marketing through mobile apps and integrations with Instagram, Facebook, and Google.
Role Overview
We are seeking a proactive and technically-minded Application Support Manager to lead our Tier 2 support function. This role is perfect for a leader passionate about customer experience, skilled in managing technical teams, and capable of building strong cross-functional relationships. You will oversee a team of five Application Support Engineers, responsible for resolving complex issues, collaborating with Product and Engineering teams, and driving continuous improvements in support operations.
Key Responsibilities
- Lead, mentor, and develop a high-performing team of Application Support Engineers.
- Own and manage incident and production bug resolution processes and KPIs to drive platform uptime and reduce customer impact.
- 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 resolve bugs and systemic issues.
- Act as an escalation point for complex customer issues requiring 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 where 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).
