At a Glance
- Tasks: Lead a dynamic support team while tackling customer issues and enhancing support processes.
- Company: Join a growing SaaS business prioritising exceptional customer experiences.
- Benefits: Enjoy 25 days annual leave, hybrid working, and perks like discounts and rewards.
- Other info: Opportunity for career growth in a collaborative and tech-driven environment.
- Why this job: Make a real impact on customer satisfaction and drive innovation in support.
- Qualifications: Experience in leading support teams and familiarity with SaaS environments.
The predicted salary is between 40000 - 50000 £ per year.
A growing SaaS business is looking for a Customer Support Lead to lead and develop its customer support capability as it continues to scale globally. This is a player-manager position, combining team leadership with hands-on customer support responsibilities. You'll manage a team of Customer Support Executives while remaining actively involved in resolving customer issues, improving processes and enhancing the overall support experience.
Working closely with Customer Success, Product and Engineering teams, you'll play an important role in ensuring customer issues are resolved effectively, support insights are shared across the business and opportunities for improvement are identified. The role also offers the opportunity to help drive greater efficiency through process improvement, automation and the use of AI within support workflows.
The Role
As Customer Support Lead, you'll be responsible for leading and supporting a team of three Customer Support Executives, providing coaching, direction and clear priorities while helping to build a high-performing support culture. Alongside day-to-day team leadership, you'll remain actively involved in customer support activities, handling more complex issues and supporting the team during periods of high demand. You'll work across the wider business to improve support processes, define service standards and ensure customer feedback is used to help inform future product improvements.
Key areas of responsibility include:
- Leading, coaching and developing the support team
- Managing escalated customer support issues
- Improving support processes, standards and performance measures
- Acting as a key voice for customer feedback and support insights
- Working closely with Product, Engineering and Customer Success teams
- Identifying opportunities to utilise AI and automation within support
- Managing and optimising support tooling, including Freshdesk and HubSpot
- Supporting global consistency of service delivery and support processes
- Developing and maintaining support documentation and knowledge resources
About You
We're interested in speaking with candidates who have experience leading support teams within a SaaS or technology environment and who are passionate about delivering exceptional customer experiences. You'll bring a combination of leadership capability, operational thinking and customer focus, together with the ability to work collaboratively across multiple teams.
We're particularly interested in individuals with experience in:
- Managing or leading customer support teams
- SaaS customer support environments
- Support and CRM platforms such as Freshdesk, HubSpot or similar tools
- Support workflows, automation and process improvement
- Customer support reporting and performance metrics
- AI and automation within support environments
- Building effective working relationships across customer-facing and technical teams
Why Apply?
This is an opportunity to join a growing business where customer experience is a key priority and where support plays an important role in the wider success of the organisation. You'll have the chance to lead an established team, influence how support operates and contribute to the continued development of a business serving customers across multiple international markets.
Benefits
- 25 days annual leave plus bank holidays
- Additional holiday entitlement with length of service, increasing up to 30 days
- NEST pension scheme with salary sacrifice available
- Perkbox membership with access to discounts, rewards and wellbeing benefits
- Hybrid working environment
Location
This role is based in central Brighton. The successful candidate will be expected to work from the Brighton office approximately 2-3 days per week as part of a hybrid working arrangement. Applicants should be comfortable with this level of office attendance before applying.
Customer Support Lead in Brighton employer: Avanti Recruitment
Join a dynamic SaaS business in central Brighton as a Customer Support Lead, where you'll not only lead a passionate team but also engage directly with customers to enhance their experience. With a strong focus on employee growth, you’ll benefit from a hybrid working model, generous annual leave, and a culture that prioritises collaboration and innovation, making it an excellent place for those looking to make a meaningful impact in customer support.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Lead in Brighton
✨Tip Number 1
Network like a pro! Reach out to your connections in the SaaS industry, especially those in customer support roles. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Prepare for interviews by practising common customer support scenarios. Think about how you’d handle escalated issues or improve processes. We want you to shine and show off your leadership skills!
✨Tip Number 3
Show your passion for customer experience! During interviews, share examples of how you've improved support processes or used AI in previous roles. This will demonstrate your fit for the Customer Support Lead position.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Support Lead in Brighton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in leading customer support teams, especially in a SaaS environment. We want to see how your skills align with our needs!
Showcase Your Leadership Skills:In your application, emphasise your ability to coach and develop teams. Share specific examples of how you've improved support processes or enhanced customer experiences in previous roles.
Be Clear and Concise:Keep your application straightforward and to the point. Use bullet points where possible to make it easy for us to see your key achievements and relevant experience at a glance.
Apply Through Our Website:We encourage you to submit your application directly through our website. This helps us keep track of your application and ensures you’re considered for the role as quickly as possible!
How to prepare for a job interview at Avanti Recruitment
✨Know Your Stuff
Make sure you’re familiar with the company’s products and services, especially their customer support processes. Brush up on your knowledge of Freshdesk, HubSpot, and any other tools mentioned in the job description. This will show that you’re genuinely interested and prepared.
✨Showcase Your Leadership Skills
Prepare examples of how you've successfully led a team in the past. Think about specific situations where you coached team members or improved processes. Be ready to discuss how you can foster a high-performing support culture in this new role.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle escalated customer issues or improve support workflows. Practice articulating your thought process and decision-making skills in these scenarios, as they’ll want to see your operational thinking in action.
✨Highlight Collaboration Experience
Since this role involves working closely with Product, Engineering, and Customer Success teams, be prepared to discuss your experience collaborating across departments. Share examples of how you’ve effectively communicated customer feedback to drive improvements in the past.
