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For Companies At a Glance
- Tasks: Lead and optimise customer support using Zendesk, creating impactful content and managing a small team.
- Company: Join a growing tech company in secure messaging and fintech, making waves in customer support.
- Benefits: Enjoy flexible working options and the chance to innovate in a dynamic environment.
- Why this job: Be the brains behind a next-gen support function, driving efficiency and customer satisfaction.
- Qualifications: Proven experience with Zendesk, content creation, and AI tools; leadership skills are essential.
- Other info: This role is perfect for those who thrive on scaling operations without expanding teams.
The predicted salary is between 36000 - 60000 £ per year.
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 to minimize human support touchpoints through scalable solutions
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 in content creation for customer support: self-help articles, video tutorials, etc.
- Experience using AI/automated tooling to reduce support volume is a massive plus
- Leadership skills to run and support a fractional virtual support team
- A mindset focused on efficiency, scalability, and customer satisfaction
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.
Contact: Elvis Eckardt
Customer Support Lead (Zendesk Experience) employer: Elvis Eckardt Recruitment
Contact Detail:
Elvis Eckardt Recruitment 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 advanced features. Since the role requires optimising Zendesk, understanding workflows, macros, and AI capabilities will give you a significant edge. Consider exploring online tutorials or forums to deepen your knowledge.
✨Tip Number 2
Showcase your content creation skills. Prepare examples of high-impact support content you've developed in the past, such as help articles or video guides. This will demonstrate your ability to create engaging resources that enhance customer experience.
✨Tip Number 3
Highlight your experience with AI and automation tools. Since the role focuses on reducing support volume through smart tooling, be ready to discuss specific instances where you've successfully implemented AI solutions in customer support.
✨Tip Number 4
Prepare to discuss your leadership style. As you'll be coordinating a small virtual support team, think about how you can effectively lead and motivate a fractional team. Share examples of how you've managed teams or projects remotely in the past.
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 any relevant customer support roles. Emphasise your skills in optimising support operations and content creation, as these are key for the Customer Support Lead position.
Craft a Compelling Cover Letter: In your cover letter, explain why you’re passionate about customer support and how your background aligns with the company's mission. Mention specific examples of how you've successfully scaled support operations or created impactful content.
Showcase Your Leadership Skills: If you have experience leading teams, even if small, make sure to highlight this in your application. Discuss how you’ve coordinated efforts and improved team efficiency, as this is crucial for managing the virtual support team.
Demonstrate Your Knowledge of AI Tools: Since the role involves leveraging AI features within Zendesk, include any relevant experience you have with AI tools or automated solutions. This will show that you understand the importance of efficiency and scalability in customer support.
How to prepare for a job interview at Elvis Eckardt Recruitment
✨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 features to enhance customer support.
✨Demonstrate Content Creation Skills
Since content creation is a key part of this role, come prepared with examples of help articles or video tutorials you've developed. Discuss your approach to creating engaging and informative content that improves the customer experience.
✨Emphasise Leadership and Team Coordination
Talk about your experience in leading small teams or coordinating virtual support staff. Share examples of how you've successfully managed a team while ensuring efficiency and high-quality support.
✨Focus on Scalability and Efficiency
Be ready to discuss your strategies for scaling support operations without increasing headcount. Highlight any tools or processes you've used to minimise human touchpoints and improve overall customer satisfaction.
