At a Glance
- Tasks: Deliver frontline support via live chat, phone, and email while managing SLAs.
- Company: Join a dynamic team in London focused on customer satisfaction and AI integration.
- Benefits: Enjoy a hybrid work model and the opportunity to lead a growing support function.
- Other info: The position requires handling escalations and improving AI resolution rates.
- Why this job: This role offers the chance to shape processes and improve customer experience directly.
- Qualifications: Proven experience in leading a support function with a metrics-driven approach is essential.
The predicted salary is between 50000 - 65000 £ per year.
Location: London, Hybrid
What You’ll Do
- Deliver frontline volume. In the queues across live chat, phone and email, resolving within SLAs.
- SLA delivery. Design & run the operation that delivers a minutes first response, hours time-to-close, and market-leading CSAT.
- AI delivery. Own containment, deflection and AI resolution rates.
- Own the knowledge base. Keep the help centre accurate and current against every product release, with a defined refresh cadence for new features, so it both reduces inbound volume and improves AI resolution.
- Lead escalations with composure. When a top-tier customer is blocked and the query has been escalated, you’ll be the deescalation point to handle the problem.
- Close the product feedback loop. Surface recurring themes and insights to the product team so we reduce tickets per workflow over time, not simply resolve them faster.
This Role Is a Great Fit If…
- You’ve led a support function before and turned ad-hoc firefighting into clear processes, ownership and routing.
- You’re genuinely metrics-driven - you can look at a declining CSAT line, diagnose why, and credibly commit to SLAs.
- You’re a player-coach who's happy in the inbox today and helping other members of the team.
- You think deliberately about the human/AI mix and where AI should be deployed and not deployed.
- You’re unflappable under pressure and instinctively protect the experience for accounts when something breaks.
This Role Is Not a Great Fit If…
- You want to only respond to tickets and aren’t interested in owning processes, routing or the underlying numbers.
- You see AI as something for “later” or as a threat, rather than a core lever you’d actively own.
- You need a large, settled team and mature tooling to be effective - this starts lean and scrappy, with plenty still to build.
- You freeze when a top customer escalates loudly instead of stepping toward the problem.
Customer Support Lead employer: Samaipata
Located in London, this company prioritises customer satisfaction and innovative AI solutions. The team values metrics-driven leadership and offers a hybrid working environment, making it an exciting place for growth and impact.
We think you need these skills to ace Customer Support Lead
Customer Support Management
SLA Management
AI Resolution Strategies
Knowledge Base Management
De-escalation Techniques
Metrics Analysis
Process Improvement
