Customer Support Lead
On-siteLondon, England, United Kingdom
London, England, United KingdomOn-siteFull TimeSenior LevelSmall
Full TimeSenior LevelSmall
Job Summary
Own the customer support queue by triaging and resolving technical issues via email, Slack, and in-app chat, ensuring response times and backlog metrics meet SLAs. Troubleshoot platform failures from first principles by analyzing logs and API responses to diagnose root causes before escalating to engineering. Build the knowledge base by converting recurring tickets into self-service content and establish support standards, including tagging systems and escalation paths. Collaborate with Customer Success to create seamless handoffs and identify product patterns for engineering teams.
Required Qualifications
- 2-4 years in customer-facing support at a B2B SaaS company, ideally a technical one
- Technically deep, in how you think
- A first-principles troubleshooter
- Fluent with AI as a force multiplier
- A genuinely excellent written communicator
- Calm and organised under a busy queue
- An owner
Desired Qualifications
- A technical background or education, or hands-on experience with APIs, SQL, or integrations
- Experience with admin management or setup of customer support platforms (e.g. Intercom)
- Exposure to support QA, or to working alongside an outsourced or offshore team
- Familiarity with AEO, SEO, martech, or agency workflows
- Some experience mentoring or onboarding teammates
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