Customer Support Team Lead in London

Sweep is hiring a Customer Support Team Lead to scale our Support Specialist team and elevate the way we serve our customers worldwide. At Sweep, our mission is to empower businesses to become Forever Companies – creating long‐term value while reducing environmental impact and improving social performance. Climate change is the defining challenge of our time, and we believe that businesses can drive meaningful change with the right tools and insights.

Our platform maps climate and ESG data across entire organizations, enabling them to track, disclose, and take action. By turning sustainability into a competitive advantage, Sweep helps businesses build better, audit‐ready programs that contribute to a more sustainable future for everyone. Together, we can make a difference.

This position is based in London, and you'll be expected to come to the office at least once a week.

What will I be doing?

At Sweep, our Customer Support team ensures that our clients and partners have the best possible experience using our platform, one that is efficient, enjoyable, and supported by fast, reliable, and high‐quality answers to their questions. As Customer Support Team Lead, your mission will be to guide, structure, and grow our Customer Support team to deliver an exceptional customer service at scale. You'll report to the VP of Product and collaborate closely with our Product, Engineering and Growth teams to continuously improve workflows, tools, and content that empower both our users, partners and our internal teams.

Key Responsibilities

• Leadership
  • Build and coach our growing Customer Support team, focusing on their development, performance, and career growth.
  • Track and improve key metrics including resolution time, customer satisfaction (CSAT/NPS), and team engagement.
  • Partner with Product and Engineering teams to flag bugs, share customer pain points, and help prioritize support‐related improvements.
  • Introduce smart automation and AI tools to reduce repetitive work and help the team focus on complex, high‐value interactions.
  • Create clear career paths for Support Specialists, with defined progression from junior to senior levels.
  • Collaborate with the Tech Writing team to ensure documentation addresses common support issues and reduces ticket volume.
• Operations
  • Jump in when needed – act as escalation point for complex issues and stay hands‐on with customer interactions.
  • Own the Intercom setup – ensure workflows, macros, and automation are optimized for speed and quality.
  • Work with Tech Writers to identify gaps in Help Center content based on ticket trends.
  • Run regular quality reviews of support interactions to maintain high standards and identify coaching opportunities.
  • Drive cross‐team projects that measure and improve support experience, like NPS/CSAT survey campaigns, product tours, in‐app messaging, or proactive support initiatives.

Qualifications

• 2+ years managing a support or customer success team (ideally 3‐5 people) in a SaaS or tech environment.
• Strong Intercom experience – you know how to set up workflows, automation, and reporting to make support efficient.
• AI‐curious mindset – you've either used AI tools in support (like AI assist, chatbots, or automation) or you're excited to experiment with them.
• SaaS support fundamentals – you understand metrics (CSAT, FRT, resolution time), escalation management, and how to balance quality with efficiency.
• Fluent in English (mandatory). French is a strong plus; additional languages are welcomed.

Qualities

• You lead from the front – you'll coach and delegate, but you're not afraid to handle tickets yourself when the team needs support.
• You're a clear communicator – whether it's giving feedback, writing to customers, or working across teams.
• You like digging into data – you use metrics to spot patterns, improve processes, and make better decisions.
• You genuinely care about customers – patience and empathy aren't just buzzwords for you.
• You make things better – you naturally look for ways to streamline, automate, and improve how things work.

What's in it for me?

By joining Sweep, you'll be part of an exciting startup with a vision to change the world. We're ready to hit the ground running, and joining us at this early stage allows you the unique opportunity to help shape our journey. Our flexible work model allows you to balance personal and professional commitments while staying connected with your global colleagues. Even though our hubs are in Paris, London, and Montpellier, we're committed to fostering a connected and engaged remote work culture. As a B Corporation, we're dedicated to creating successful businesses that benefit everyone, including society and the planet. Ready for the most exciting chapter of your career? Come join us on this extraordinary ride!