Customer Support Team Lead (Helpdesk)

Help shape the future of Customer Support in one of the UK's fastest-growing AI companies.

At ADVANCE®AI, we're transforming the way pharmaceutical companies understand the quality of conversations between their field teams and healthcare professionals.

Developed in collaboration with IBM, our AI-powered platform provides real-time insights that help some of the world's largest pharmaceutical companies improve performance, coaching and customer engagement. At ADVANCE®AI, we're using cutting-edge AI to analyse real-world conversations between pharmaceutical representatives and healthcare professionals, providing clients with real-time insights that drive better commercial outcomes.

As our business continues to grow globally, we're looking for an experienced Customer Support Team Lead to build and develop our customer support function.

This isn't a traditional helpdesk role.

You'll take ownership of our customer support operation, helping us create an exceptional experience for customers while introducing smarter processes, automation and reporting. As we grow, you'll also have the opportunity to build and lead your own support team.

What you'll be doing

You'll become the central point of coordination for customer enquiries, ensuring every request is handled professionally, efficiently and with a genuine customer-first approach.

You'll:

• Own our Freshdesk support platform and continuously improve workflows and automation.

• Monitor customer enquiries, incidents and service requests from receipt through to resolution.

• Coordinate closely with Customer Success, Product, Engineering and Operations teams to ensure issues are resolved quickly.

• Manage ticket prioritisation, SLA performance and customer communications.

• Develop dashboards and reporting to identify trends, risks and opportunities for improvement.

• Build and maintain a customer knowledge base and self-service resources.

• Analyse recurring issues and recommend improvements to products, processes and customer experience.

• Support the integration of Freshdesk, Salesforce, Microsoft Teams, Asana and other operational tools.

• Help shape the future Customer Support function, with the opportunity to manage and develop a growing support team.

About You

You'll probably already be working in Customer Support, Service Desk or Customer Operations within a SaaS or technology business and be looking for an opportunity to take ownership of a function rather than simply work within one.

We're looking for someone who is:

• Passionate about delivering exceptional customer service.

• Highly organised with excellent attention to detail.

• Comfortable managing multiple priorities in a fast-paced environment.

• Naturally proactive and enjoys solving problems.

• Analytical and able to identify trends and opportunities for improvement.

• A confident communicator who enjoys working across multiple teams.

• Experienced using customer support platforms such as Freshdesk (or similar).

• Familiar with CRM systems such as Salesforce.

• Interested in automation and improving operational efficiency.

• Excited by the opportunity to grow into a leadership role as the business expands.

Experience within SaaS, technology or pharmaceutical services would be an advantage but is not essential.

Why ADVANCE®AI?

We're a growing international technology company where you'll have the opportunity to make a genuine impact from day one.

We offer:

• Competitive salary

• Annual bonus

• Private healthcare

• Company pension

• 25 days' annual leave plus bank holidays

• Fully remote working

• Ongoing learning and development

• The opportunity to build and lead a function as we continue to scale globally

If you're looking for a role where you can combine customer service, technology, continuous improvement and future leadership, we'd love to hear from you.

Apply today and help us build a world-class customer support experience.