Role: Senior Technical Support Advisor
Focus: The Senior Technical Support Advisor is the technical lead within Brass Monkey's Customer Care team, taking ownership of complex customer issues while driving first-contact resolution. Working primarily by phone, the role combines hands-on technical troubleshooting with coaching, quality assurance and continuous improvement. Alongside resolving customer issues, the Senior Advisor supports team performance, maintains support systems and knowledge resources, and ensures customers receive fast, professional and proactive service across both residential and commercial accounts.
Who are we
Brass Monkey exists to help everyone experience the power of a cold water dip every day.We do it by being the crusader for our 'challenge creates change’ philosophy, by guiding people to access, own or follow the practice of cold water immersion, in whatever way works for them.We have very clear and strong values that drive our business and need to resonate well with all members of our growing team.
Our shared beliefs:
- Bravery is the mother of invention: The fearless are merely without fear, people who act despite their fear are truly brave. Failure is feedback. Push on, don’t worry about getting it wrong. Live curious. Be inventive and imaginative. The business was built on curiosity and let’s face it, a crazy idea. If you can push on and push out of your comfort zone you could be the spark behind the next one.
- OK is not OK: Remarkable things only happen if you commit and give your everything. We don’t cut corners, we don’t do things by halves. Just think what 2% more might bring. No pain, no gain as they say. Set a standard. Keep your promises. Bring your A Game every day.
- Kindness is magic: Nothing good happens until other people feel good. Whether that’s our families, our colleagues, our customers or our community. We will always strive to maintain our generosity of spirit by staying compact enough to care and focused on what and who matters most. Caring for people and doing the right thing in the right way deserves to be celebrated.
Still with us? Awesome, read on.
Job Role & Requirements
Beyond managing complex customer cases, the Senior Technical Support Advisor is responsible for improving the overall performance of the Customer Care team. The role combines expert first-line technical support with the development of the systems that underpin the department, including SLA performance, triage processes, HubSpot workflows, the knowledge base and CRM data quality.
The Senior Advisor focuses on solving root causes rather than symptoms—building scalable processes, documenting solutions and reducing repeat issues. The role also provides day-to-day leadership through coaching Technical Support Advisors, carrying out quality checks and acting as the first point of escalation before matters reach the Head of Customer Care.
Responsibilities
1. Customer Support & Technical Resolution
- Provide first-line technical support via phone, email and WhatsApp, using the phone as the primary method of resolving customer issues.
- Diagnose and resolve faults relating to refrigeration, temperature control, pumps, filtration
- Take ownership of complex or sensitive customer cases, resolving wherever possible before escalating with a clear handover.
- Deliver responsive support for commercial customers where downtime has operational impact.
2. Technical Expertise
- Troubleshoot hardware, software, electrical, plumbing and connectivity issues with confidence.
- Guide customers through diagnostics in a clear and reassuring manner.
- Interpret technical documentation, fault logs and service records to identify root causes.
- Maintain accurate and detailed customer records within HubSpot.
3. Systems, SLA & Process Improvement
- Help drive team performance against SLA targets for response and resolution times.
- Maintain and improve HubSpot workflows, ticket routing, triage logic and escalation processes.
- Ensure CRM data quality supports accurate reporting and future AI-assisted support.
- Identify recurring issues and improve processes to reduce repeat contacts and unnecessary engineer call-outs.
4. Knowledge Management
- Support with development and maintenance of troubleshooting guides, FAQs, decision trees and support documentation.
- Ensure customer-facing guidance remains accurate, safe and up to date.
- Monitor first-contact resolution trends to continually improve self-service resources.
5. Customer Experience
- Deliver a calm, professional and empathetic customer experience across all communication channels.
- Manage complaints confidently and professionally, particularly for commercial customers.
- Gather customer feedback and identify opportunities to improve products, processes and service delivery.
6. Team Performance & Leadership
- Support achievement of key departmental KPIs including First Response Time, First Contact Resolution, Ticket Closure Rate, CSAT and backlog reduction.
- Coach and mentor Technical Support Advisors through call shadowing, ticket reviews and knowledge sharing.
- Carry out quality checks and provide constructive feedback.
- Assist with onboarding new team members and provide first-line escalation support.
Skills & Experience
Proven experience in a first-line technical support or customer service role, ideally phone-based and consumer/commercial hardware or connected-device related.
- Experience troubleshooting mechanical, electrical or connected products is highly desirable.
- Some hands-on experience with HubSpot or a comparable CRM/help desk platform — configuring pipelines, ticket statuses or SLA timers, not just working within one someone else built — is a strong advantage.
- Some experience contributing to or owning knowledge base/documentation content is a strong advantage.
- Some experience mentoring, coaching or informally leading colleagues — this is a step toward supervisory responsibility, not a requirement for prior formal management.
Key Attributes
- Confident communicator who enjoys resolving problems over the phone.
- Strong analytical and technical troubleshooting skills.
- Customer-focused with a calm, professional approach under pressure.
- Organised, proactive and able to prioritise effectively in a fast-paced environment.
- Process-minded, always looking to improve systems rather than simply close tickets.
- Comfortable using technology and AI-assisted support tools to improve efficiency and quality.
- Natural mentor who enjoys supporting the development of others.
Success Measure
- Achievement of First Response Time (FRT) and Resolution Time SLAs.
- High First Contact Resolution and Customer Satisfaction (CSAT) scores.
- Reduction in aged ticket backlog and improved ticket closure rates.
- High-quality, accurate CRM and HubSpot data.
- Growth and effectiveness of the knowledge base and self-service resources.
- Positive coaching outcomes and improved team quality.
- Contribution to customer retention and ProCare/ColdCare renewals through proactive support.
- Role Details
- Full time: 37.5 hours per week, Mon- Fri 9am to 5pm
- Location: Wetherby Head office
- Salary: £30,000 to £35,000 plus dependant on experience
- Holidays: 25 days (plus bank holidays)
- Additional Benefits:
- Company pension scheme
- Summer & Christmas Parties
- A detailed benefit summary will be included in our offer letter
Job Type: Full-time
Pay: £30,000.00-£35,000.00 per year
Benefits:
Application question(s):
- Thorp Arch LS23: reliably commute or plan to relocate before starting work (required)
Experience:
- Customer support: 2 years (required)
- CRM software: 2 years (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
