• Position: Head of Technical Support
• Location: London, United Kingdom (Hybrid, 2 days onsite)
• Employment Type: Full time, Permanent, Start ASAP
• Department: Customer Success

Company Context:

• Duffel is rebuilding the infrastructure underpinning the global travel industry.
• Backed by investors Benchmark, Blossom, Index Ventures, and Kima Ventures.
• Born out of Y Combinator (S18).
• Mission: Simplify complex systems to build the future of travel.

Role Summary:

• Lead a team of Technical Support Engineers.
• Responsible for quality, effectiveness, and development of the technical support function.
• Build a team skilled in technical investigation and clear customer communication.
• Coach engineers, establish effective workflows, ensure dependable customer support.
• Handle day-to-day API questions, troubleshooting, and technical incident responses.
• Collaborate closely with Engineering, Product, Partner Engineering, Partner Management,

and Travel Operations. Key Responsibilities:

• Lead and develop the team with coaching, feedback,

hiring, onboarding.

• Own support quality standards for investigation and communication.
• Build dependable support operations including triage and escalation paths.
• Strengthen technical capability in API behavior analysis and issue reproduction.
• Lead significant customer escalations with clear communication to resolution.
• Facilitate effective collaboration across teams with actionable reports.
• Improve product through support insights and recommendations.
• Develop troubleshooting guides,

documentation, tooling; apply automation/AI where helpful.

• Use evidence from performance metrics and customer feedback to guide improvements.

What Success Looks Like (first six months):

• Clear expectations and development plans for engineers.
• Clear ownership and prioritization of customer issues with dependable communication.
• Established baseline for support performance with measurable improvements.
• Improved escalation process with better evidence and fewer handovers.
• Address recurring problems via product changes or documentation/tooling improvements.
• Clear plan for support capacity and capabilities aligned with business growth.

Why Join Duffel?

• Growth-focused team valuing open communication,

diversity, ownership.

• Permanent employees become company shareholders.

Benefits include:

• Duffel Travel Allowance
• Work From Anywhere (60 days)
• Sabbaticals
• Flexible Bank Holidays
• Study Days (paid learning)
• Volunteering Day
• Electric Car & Cycle Schemes
• Family Leave (26 weeks fully paid)
• Pensions & Loans
• Eye Tests

Equal Opportunities Employer statement included.