Customer Support Lead

Customer Support Lead

Location:

London, Hybrid

• Deliver frontline volume. In the queues across live chat, phone and email, resolving within SLAs
• SLA delivery. Design & run the operation that delivers a minutes first response, hours time-to-close, and market-leading CSAT.
• AI delivery. Own containment, deflection and AI resolution rates.
• Own the knowledge base. Keep the help centre accurate and current against every product release, with a defined refresh cadence for new features, so it both reduces inbound volume and improves AI resolution.
• Lead escalations with composure. When a top-tier customer is blocked and the query has been escalated, you’ll be the deescalation point to handle the problem.
• Close the product feedback loop. Surface recurring themes and insights to the product team so we reduce tickets per workflow over time, not simply resolve them faster.

• You’ve led a support function before and turned ad-hoc firefighting into clear processes, ownership and routing.
• You’re genuinely metrics-driven - you can look at a declining CSAT line, diagnose why, and credibly commit to SLAs.
• You’re a player-coach who's happy in the inbox today and helping other members of the team You think deliberately about the human/AI mix and where AI should be deployed and not deployed
• You’re unflappable under pressure and instinctively protect the experience for accounts when something breaks.

• You want to only respond to tickets and aren’t interested in owning processes, routing or the underlying numbers.
• You see AI as something for “later” or as a threat, rather than a core lever you’d actively own.
• You need a large, settled team and mature tooling to be effective - this starts lean and scrappy, with plenty still to build.
• You freeze when a top customer escalates loudly instead of stepping toward the problem.