Team Lead, Technical Consultants

At Open Loyalty, we help companies engage and retain their customers with our robust toolkit of loyalty and gamification mechanics.

Companies use Open Loyalty to launch innovative loyalty programs at scale and introduce features such as points, tiers, rewards, referrals, coupons, challenges, and more, faster than developing them from scratch.

The solution is used by 50+ companies from retail, insurance, and CPG sectors, coming from 27+ markets and including brands such as Limango, Heineken, JTI, ALDO, or the U.S. Soccer Federation. We are 40+ loyalty and technology professionals who are here to disrupt the future of the loyalty industry.

This is a 50% Team Management / 50% Client-Facing Technical Consultant role.

As a Team Lead, Technical Consultants, you will:

🤝 Team Leadership & Management

• Lead and grow a team of four (4+), managing performance, career development, compensation reviews, and reporting.

• Oversee daily operations: Run stand-ups, track project progress, ensure clear task definition and assignment.

• Report on team performance (workload, KPIs, SLA compliance) directly to the Head of Customer Care.

• Monitor and analyze support metrics to ensure timely resolution of customer issues and maintain high SLA compliance.

💻 Expert Technical Support & Client Engagement

• Act as the primary technical support contact (Slack/Email), ensuring timely response according to SLAs and urgency.

• Provide expert guidance by participating in technical meetings with clients.

• Troubleshoot complex technical issues, including replicating bugs and debugging API configurations using tools like Postman.

• Maintain and update product documentation (GitBook/Confluence) for new releases.

• Assist Sales by completing RFPs and participating in client demonstrations.

• Ensure seamless client experience by collaborating closely with Engineering and Customer Success teams.

You will be a perfect match if you have:

• Fluency in Polish and English (you’re confident in communicating daily with English-speaking clients).

• Proven Team Leadership experience in a similar environment. 

• Prior experience in a B2B technical support or consulting role, ideally with a SaaS product.

• Strong command of Postman and experience in debugging and reproducing bugs.

• Familiarity with tools like Jira, GitBook, and Confluence.

• Proven experience in technical customer onboarding and sales enablement.

• Effective communication, problem-solving, and prioritization skills.

• Ability to thrive in a remote work environment and manage time independently.

• Understanding of APIs, headless architecture, and modern software practices.

Things we can offer you…

• We are a successful product company selling our product to 65+ clients and counting;

• We will give you space to implement ideas and strategies that you haven’t had a chance to implement somewhere else;

• Your choice of hardware (Lenovo or MacBook) as well as all the extras you would need;

• Learning Budget at your disposal;

• Awesome benefits like premium-level private healthcare, Multisport, English classes, and more