Technical Customer Support Lead

📋 Description

• Run the team day to day: queue health, SLAs, and the follow-the-sun coverage model across four hubs.
• Own executive-level and major-incident escalations, managing customer communication while
• Review product requirements for anything that touches support, and flag deployments that could
• Own the AI automation roadmap, career frameworks and SOPs for the team.
• Hire and grow the team, mentor and coach team members on both technical troubleshooting and their
• Work with the team to turn recurring incident types into self-service using AI and other tooling

🎯 Requirements

• 5+ years in technical support, technical account management, or engineering, with 2+ years directly
• A track record of building or scaling a support function, ideally in a regulated or high-stakes
• Demonstrated ability to mentor and coach team members, not just manage their output.
• Comfort reading PRDs and giving product feedback that engineers actually act on.
• Experience with the same technical surface the team works in daily: APIs, Datadog/Kibana, SQL, and
• Experience with AI/ML or enterprise B2B SaaS, including having led or closely supported an

🎁 Benefits

• Hybrid working and the option to work from almost anywhere for up to 90 days per year
• £500 Remote working budget to set up your home office space
• $1,000 Learning & Development budget to use on anything (agreed with your manager) that
• Holidays: 25 days of annual leave + bank holidays
• An extra day for your birthday
• Enhanced parental leave: we provide eligible employees, regardless of gender or whether they become