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For Companies At a Glance
- Tasks: Lead customer support, optimise Zendesk, and create engaging support content.
- Company: Join a passionate team revolutionising recruitment and HR solutions for diverse businesses.
- Benefits: Enjoy a leadership role in a supportive culture with opportunities for growth.
- Why this job: Be the brains behind a next-gen support function in a dynamic tech environment.
- Qualifications: Experience with Zendesk, content creation, and AI tools is essential.
- Other info: Work remotely with a small, dedicated virtual support team.
The predicted salary is between 36000 - 60000 £ per year.
At Elvis Eckardt Recruitment & Sales Solutions Limited, we\’re not just your average recruiters or HR professionals.
We\’re a team driven by passion, committed to revolutionizing the way you experience recruitment and HR.
With over a decade of hands-on experience, we\’ve honed our craft and specialize in delivering exceptional Recruitment and HR Solutions to SMEs, Start-Ups, and even the industry giants like the Big Four.
Our journey started from the ground up, and that\’s what makes us stand out – we\’re a bootstrapped endeavour that\’s all about connecting with businesses and candidates alike on a personal level.
We understand that one size doesn\’t fit all. That\’s why our approach to recruitment goes beyond the mundane.
Our aim is simple, yet profound – to exceed your expectations and create tailor-made, practical, and memorable experiences for you, whether you\’re a client looking for the perfect addition to your team, a candidate seeking the next big opportunity, or a partner sharing our vision.
At the heart of our mission is the drive to add real value to your operations. We\’re not here to simply provide solutions; we\’re here to optimize your entire Recruitment and sales processes, helping you achieve your goals more effectively.
Whether you\’re curious and want to learn more, need help finding exceptional freelancers, require headhunting expertise, or are looking for executive search services, our comprehensive Service Portfolio is just a few clicks away here on our website.
The Role
Position: Customer Support Lead (Zendesk Experience)
Location: Manchester
We’re looking for a strategic and hands-on Customer Support Lead to take full ownership of the support function at a growing tech company in the secure messaging and fintech space.
This role is ideal for someone who’s not only experienced in frontline customer support but also knows how to scale support operations through smart tooling, AI integration, and killer content—without hiring a big team.
What You\’ll Be Doing
- Own and manage the full customer support lifecycle
- Configure and optimize Zendesk as the core support platform
- Develop high-impact support content, from concise help articles to engaging video guides
- Leverage AI features and auto-responses within Zendesk to deflect tickets and drive resolution
- Coordinate a small virtual support team (2 CSMs who dedicate 1–3 hours per week to ticket support )
- Monitor trends and continuously refine the support experience
- Aim tominimize human support touchpointsthrough scalable solutions
The Mission
The goal is simple:keep support lean, smart, and scalable.This isn’t about growing a large team—it’s about making one incredible person the brains behind a next-gen support function.
Ideal Profile
What We\’re Looking For
- Zendesk pro: You know how to get the most out of it, including workflows, macros, triggers, and AI capabilities
- Strong background incontent creation for customer support: self-help articles, video tutorials, etc.
- Experience usingAI/automated toolingto reduce support volume is a massive plus
- Leadership skills to run and support a fractional virtual support team
- A mindset focused onefficiency, scalability, and customer satisfaction
What\’s on Offer?
- Opportunity within a company with a solid track record of performance
- Leadership Role
- Fantastic work culture
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Customer Support Lead (Zendesk Experience) employer: Elvis Eckardt Recruitment & Sales Solutions Limited
Contact Detail:
Elvis Eckardt Recruitment & Sales Solutions Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Lead (Zendesk Experience)
✨Tip Number 1
Familiarise yourself with Zendesk's features and functionalities. Since the role requires you to optimise Zendesk, having hands-on experience and understanding of workflows, macros, and AI capabilities will set you apart from other candidates.
✨Tip Number 2
Showcase your content creation skills by preparing examples of self-help articles or video tutorials you've developed in the past. This will demonstrate your ability to create high-impact support content that aligns with the company's needs.
✨Tip Number 3
Highlight any previous experience you have in scaling support operations. Discuss specific strategies you've implemented to reduce ticket volume through automation or AI, as this is a key aspect of the role.
✨Tip Number 4
Prepare to discuss your leadership style and how you would manage a small virtual support team. Emphasising your ability to coordinate and motivate a fractional team will show that you're ready for this leadership role.
We think you need these skills to ace Customer Support Lead (Zendesk Experience)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Zendesk and customer support. Use specific examples that demonstrate your ability to manage support operations and create impactful content.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer support and how your skills align with the company's mission. Mention your experience with AI integration and content creation, as these are key aspects of the role.
Showcase Leadership Experience: If you have experience leading teams or managing projects, be sure to include this in your application. Highlight any instances where you've successfully scaled support operations or improved customer satisfaction.
Demonstrate Problem-Solving Skills: Provide examples of how you've tackled challenges in customer support. This could include implementing new tools, creating self-help resources, or optimising workflows to enhance efficiency.
How to prepare for a job interview at Elvis Eckardt Recruitment & Sales Solutions Limited
✨Showcase Your Zendesk Expertise
Make sure to highlight your experience with Zendesk during the interview. Be prepared to discuss specific workflows, macros, and triggers you've implemented in the past, as well as how you've leveraged AI capabilities to enhance customer support.
✨Demonstrate Content Creation Skills
Since content creation is a key part of the role, come equipped with examples of self-help articles or video tutorials you've developed. Discuss your approach to creating engaging and informative content that improves the customer experience.
✨Emphasise Leadership Experience
Talk about your leadership skills and any experience you have managing a virtual team. Share examples of how you've coordinated efforts and supported team members, even if it's in a fractional capacity.
✨Focus on Efficiency and Scalability
Prepare to discuss your mindset around efficiency and scalability in customer support. Provide examples of how you've minimised human touchpoints through smart tooling and automation, and how this has positively impacted customer satisfaction.
