At a Glance
- Tasks: Lead a dynamic customer support team while tackling complex customer issues.
- Company: Join a growing SaaS business prioritising exceptional customer experiences.
- Benefits: Enjoy 25 days annual leave, hybrid working, and perks through Perkbox.
- Other info: Opportunity to influence support operations in a global market.
- Why this job: Make a real impact on customer satisfaction and drive process improvements.
- Qualifications: Experience in leading support teams within a tech or SaaS environment.
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.
- 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
Join a dynamic SaaS business in central Brighton as a Customer Support Lead, where you'll not only lead a passionate team but also play a pivotal role in enhancing customer experiences. 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. This is an exciting opportunity to influence support operations while enjoying the vibrant atmosphere of Brighton.
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 who work in customer support. 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 tools like Freshdesk or HubSpot to enhance service delivery.
✨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 genuinely interested in joining our team.
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 the role of Customer Support Lead!
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you’ve improved processes or enhanced customer experiences in previous roles. We love seeing quantifiable results that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who’s passionate about customer support and can bring that enthusiasm to our team. Don’t be afraid to show us what makes you unique!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. This helps us keep track of applications and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Avanti
✨Know Your Stuff
Make sure you’re familiar with the company’s products and services, especially their customer support processes. Brush up on tools like Freshdesk and HubSpot, as well as any relevant metrics or performance measures. This will show that you’re not just interested in the role but also invested in the company’s success.
✨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, resolved escalated issues, or improved processes. This will demonstrate your capability to lead and develop a high-performing support culture.
✨Be Ready for Scenario Questions
Expect questions that ask how you would handle specific customer support scenarios. Practice articulating your thought process and decision-making skills. This is your chance to showcase your operational thinking and customer focus, so be clear and concise in your responses.
✨Emphasise Collaboration
Since the role involves working closely with other teams, be prepared to discuss how you’ve built effective relationships across departments in previous roles. Highlight any experiences where you collaborated with product or engineering teams to enhance customer support, as this will align with the company’s goals.
