Do you enjoy building a support practice as much as running one? Have you managed a team through change while still being hands-on enough to jump into an executive-level escalation yourself? Do you see AI as the single biggest lever for cutting repeat-ticket volume, and have you actually shipped something that proves it? As Technical Customer Support Lead based out of our London office, you'll run the TCS team day to day. That means setting the AI automation roadmap and personally driving at least one automation project from idea to production, building the career framework the team is levelled against, and owning the feedback loop back into Engineering on anything that touches support. You'll be the person executives and customers turn to when something P1 or exec-visible needs managing, and the main link between TCS and Engineering on product direction. We know Diversity and inclusion are much deeper than just hiring, but it's important for us to mention it here. We are committed to diversity, equity, and inclusion at Elliptic. Run the team day to day: queue health, SLAs, and the follow-the-sun coverage model across four hubs. Own executive-level and major-incident escalations, managing customer communication while Engineering fixes the underlying issue. Review product requirements for anything that touches support, and flag deployments that could affect customers before they ship. Own the AI automation roadmap, career frameworks and SOPs for the team. Hire and grow the team, mentor and coach team members on both technical troubleshooting and their career growth, and own the knowledge base as a durable asset rather than a side project. Work with the team to turn recurring incident types into self-service using AI and other tooling, and keep an eye on whether people actually use it. Step in personally on the toughest API escalations when a customer's web or mobile build needs senior technical guidance. Run at least one executive-level incident end to end, from first contact through customer communication to resolution. Ship and measure at least one AI-driven automation project that visibly cuts routine incident volume, agreed and prioritised with the team. You will be a great fit here if you: Have led a technical support or customer-facing engineering team through real growth, not just steady state. Are as comfortable in an executive incident call as you are reviewing a PRD.Care about AI, and have a clear point of view on how advanced systems should be built responsibly. Use AI coding assistants like Copilot, Cursor, or Claude critically and effectively as part of your day-to-day workflow, not just as a novelty. Our ideal candidate has:5+ years in technical support, technical account management, or engineering, with 2+ years directly managing people. A track record of building or scaling a support function, ideally in a regulated or high-stakes environment. APIs, Datadog/Kibana, SQL, and workflow automation tooling. Experience with AI/ML or enterprise B2B SaaS, including having led or closely supported an automation project from pilot to production. Enough practical fluency in prompt design, structured outputs, and LLM evaluation to sponsor the team's AI work and judge when it's ready to ship — you don't need to have built the eval harness yourself, but you should know what a credible one looks like. Genuine interest in crypto and blockchain, and in the compliance landscape it operates in. Hybrid working and the option to work from almost anywhere for up to 90 days per year500 Remote working budget to set up your home office space Learning & Development:$1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development Vacation/ Leave: Holidays: 25 days of annual leave + bank holidaysAn extra day for your birthdayEnhanced parental leave: we provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave and leave. Benefits: Private Health Insurance - we use Bupa! Full access to Spill Mental Health SupportLife Assurance: we hope you will never need this - but our cover is for 4 times your salary to your beneficiariesCycle to Work SchemeLocationLondon, United KingdomEmployment TypeFull timeLocation TypeHybridDepartmentSolutions Consulting
Customer Technical Support - Lead in London employer: Elliptic
At Elliptic, we pride ourselves on being an exceptional employer that fosters a collaborative and innovative work culture. As an Agent Engineer, you'll have the opportunity to make a significant impact on our internal business systems while working alongside talented professionals who are passionate about transforming processes through AI. We offer a supportive environment that encourages continuous learning and growth, ensuring that you can thrive in your career while contributing to our mission of making crypto markets safer and more efficient.
