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For Companies At a Glance
- Tasks: Lead customer support, optimise Zendesk, and create engaging support content.
- Company: Join a passionate team revolutionising recruitment and HR in the fintech space.
- Benefits: Enjoy a fantastic work culture and the opportunity for remote work.
- Why this job: Be the brains behind a next-gen support function with a focus on efficiency and innovation.
- Qualifications: Experience with Zendesk, content creation, and AI tools is essential.
- Other info: This role is perfect for those who thrive in a lean, smart support environment.
The predicted salary is between 36000 - 60000 £ per year.
The Offer
- Opportunity within a company with a solid track record of performance
- Leadership Role
- Fantastic work culture
The Job
Our client is looking for a strategic and hands-on Customer Support Lead to take full ownership of the support function at a growing tech company in the secure messaging and fintech space. This role is ideal for someone who’s not only experienced in frontline customer support but also knows how to scale support operations through smart tooling, AI integration, and killer content—without hiring a big team.
What You’ll Be Doing
- Own and manage the full customer support lifecycle
- Configure and optimize Zendesk as the core support platform
- Develop high-impact support content, from concise help articles to engaging video guides
- Leverage AI features and auto-responses within Zendesk to deflect tickets and drive resolution
- Coordinate a small virtual support team (2 CSMs who dedicate 1–3 hours per week to ticket support)
- Monitor trends and continuously refine the support experience
- Aim to minimize human support touchpoints through scalable solutions
The Mission
The goal is simple: keep support lean, smart, and scalable. This isn’t about growing a large team—it’s about making one incredible person the brains behind a next-gen support function.
The Profile
What We’re Looking For
- Zendesk pro: You know how to get the most out of it, including workflows, macros, triggers, and AI capabilities
- Strong background in content creation for customer support: self-help articles, video tutorials, etc.
- Experience using AI/automated tooling to reduce support volume is a massive plus
- Leadership skills to run and support a fractional virtual support team
- A mindset focused on efficiency, scalability, and customer satisfaction
The Employer
Our client is a team driven by passion, committed to revolutionizing the way you experience recruitment and HR.
Customer Support Lead (Zendesk Experience) employer: Snaphunt
Contact Detail:
Snaphunt Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Lead (Zendesk Experience)
✨Tip Number 1
Familiarise yourself with Zendesk's features and functionalities. Since the role requires a deep understanding of workflows, macros, triggers, and AI capabilities, consider taking online courses or tutorials to enhance your skills and demonstrate your expertise during the interview.
✨Tip Number 2
Showcase your content creation skills by preparing examples of self-help articles or video tutorials you've developed in the past. This will not only highlight your experience but also give you a chance to discuss how these resources can improve customer support efficiency.
✨Tip Number 3
Research the latest trends in customer support, particularly around AI integration and automation. Being able to discuss innovative solutions and how they can be applied to the role will set you apart as a forward-thinking candidate.
✨Tip Number 4
Prepare to discuss your leadership style and experiences managing small teams. Since this role involves coordinating a virtual support team, having concrete examples of how you've successfully led teams in the past will demonstrate your capability to excel in this position.
We think you need these skills to ace Customer Support Lead (Zendesk Experience)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Zendesk and any relevant customer support roles. Use specific examples that demonstrate your ability to manage support functions and lead teams.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and how your skills align with the company's mission. Mention your experience with AI integration and content creation, as these are key aspects of the role.
Showcase Your Leadership Skills: Provide examples of how you've successfully led teams or projects in the past. Highlight your ability to coordinate virtual teams and implement scalable solutions in customer support.
Demonstrate Your Knowledge of AI Tools: Discuss your familiarity with AI features and automated tooling in customer support. Explain how you've used these tools to improve efficiency and reduce ticket volume in previous roles.
How to prepare for a job interview at Snaphunt
✨Showcase Your Zendesk Expertise
Make sure to highlight your experience with Zendesk during the interview. Discuss specific workflows, macros, and triggers you've implemented in the past, and how you've leveraged AI capabilities to enhance customer support.
✨Demonstrate Content Creation Skills
Prepare examples of high-impact support content you've created, such as help articles or video tutorials. Be ready to discuss your approach to developing engaging and informative materials that improve the customer experience.
✨Emphasise Leadership Experience
Since this role involves coordinating a small virtual support team, share your leadership experiences. Talk about how you've successfully managed teams, even if they were fractional, and how you foster collaboration and efficiency.
✨Focus on Scalability and Efficiency
Be prepared to discuss your mindset around creating scalable support solutions. Share any strategies you've used to minimise human touchpoints while maintaining high customer satisfaction, showcasing your ability to think strategically.
