Director of Support and Services

📋 Description

• Design and own the agentic support operating model, defining what problems agents solve end to end
• Architect multi-tier agent routing and escalation logic, matching agent assignments to customer
• Own the cost model around agent operation, human supervision overhead, and escalation. Use agent
• Own agent quality and capability metrics, establishing KPIs that track resolution rates, accuracy
• Work closely with Product and ML to improve agent behaviour, identify friction points agents miss
• Direct a dedicated engineering resource to build agent infrastructure, including orchestration

🎯 Requirements

• 7+ years in customer support, customer success, or operations roles, including at least 2 years in
• Hands-on experience building or scaling AI-first workflows where AI is the production layer. You've
• Deep familiarity with agentic systems and LLM behaviour. You understand agent limitations, failure
• A track record of solving problems systematically through configuration and process design, not by
• Able to reason about trade-offs in agent design. You understand the tension between agent autonomy
• Comfortable identifying friction and building solutions. You don't wait for process to exist. You

🎁 Benefits

• Hybrid working pattern (3+ days per week in our London office)
• Share options
• 35 days annual leave (25 days standard plus 10 flexible public holiday days)
• Extra day of leave for every year of service
• Pension contributions matched up to 5%
• Comprehensive health insurance