At a Glance
- Tasks: Lead and develop a customer support team while resolving complex customer issues.
- Company: Dynamic SaaS business prioritising exceptional customer experiences.
- Benefits: 25 days annual leave, hybrid working, and perks through Perkbox.
- Other info: Opportunity for career growth and to implement AI in support processes.
- Why this job: Join a growing company and influence customer support on a global scale.
- Qualifications: Experience in leading support teams within SaaS or tech 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.
Customer Support Lead (Brighton) in Preston employer: Avanti
Join a dynamic SaaS company in the heart of Brighton, where you'll lead a passionate customer support team dedicated to delivering exceptional service. With a strong focus on employee growth, you will benefit from a hybrid working model, generous annual leave, and a supportive work culture that values innovation and collaboration. This role not only allows you to influence customer support processes but also offers unique opportunities to integrate AI and automation, making your contributions impactful in a rapidly scaling business.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Lead (Brighton) in Preston
✨Tip Number 1
Get to know the company inside out! Research their values, culture, and recent news. This will help you tailor your conversations and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Network like a pro! Reach out to current employees on LinkedIn or attend industry events. Building connections can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common questions and scenarios related to customer support. Think about how you would handle complex issues and improve processes, as these are key aspects of the role.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the position. Plus, it keeps you on their radar!
We think you need these skills to ace Customer Support Lead (Brighton) in Preston
Some tips for your application 🫡
Read the Job Description Carefully:Before you dive into your application, take a moment to thoroughly read the job description. It’s packed with info about what we’re looking for, and it’ll help you tailor your application to show us why you’re the perfect fit!
Show Off Your Experience:When writing your application, make sure to highlight your experience in leading customer support teams, especially in a SaaS environment. We want to see how your background aligns with our needs, so don’t hold back on those relevant achievements!
Be Authentic:We love seeing the real you! Don’t be afraid to let your personality shine through in your application. Share your passion for customer support and how you can contribute to our team culture at StudySmarter.
Apply Through Our Website:Once you’ve polished your application, head over to our website to submit it. This ensures that your application goes directly to us, and we can’t wait to see what you bring to the table!
How to prepare for a job interview at Avanti
✨Know Your Stuff
Before the interview, make sure you thoroughly understand the company’s products and services. Familiarise yourself with their customer support processes and tools like Freshdesk and HubSpot. This will not only show your interest but also help you discuss how you can improve their support experience.
✨Showcase Your Leadership Skills
As a Customer Support Lead, you'll need to demonstrate your leadership capabilities. Prepare examples of how you've successfully managed teams in the past, especially in high-pressure situations. Highlight your coaching style and how you’ve developed team members to enhance performance.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills. Prepare for scenario-based questions where you might need to resolve a complex customer issue or improve a support process. Think about specific instances from your previous roles where you made a significant impact.
✨Emphasise Collaboration
This role requires working closely with various teams. Be ready to discuss how you've collaborated with product, engineering, or customer success teams in the past. Share examples of how you’ve used customer feedback to drive improvements and fostered effective communication across departments.
