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- Tasks: Lead and build a customer support function in a fast-growing startup.
- Company: Exciting consumer subscription startup with a loyal user base.
- Benefits: Competitive salary, EMI options, 27 days holiday, private healthcare, and hybrid work.
- Other info: Opportunity to work closely with the Exec team and drive real impact.
- Why this job: Shape customer experience and influence growth in a dynamic environment.
- Qualifications: Senior CS experience in D2C or subscription models, with AI support knowledge.
The predicted salary is between 55000 - 60000 £ per year.
We are a fast-scaling consumer subscription startup with a loyal, highly engaged user base — and a clear path to significant growth over the next two years. This is a ground-floor opportunity to own and build a Customer Support function that scales with the business. You will have a direct line to the Exec team, real commercial influence, and the chance to shape how a fast-growing startup delivers customer experience at scale.
What you will own:
- A lean, AI-first Customer Support operation, automating intelligently while keeping the team focused on complex, high-value interactions
- An external Customer Support agency, managed to a high standard at agent level
- The cancellation and retention experience end-to-end, diagnosis, roadmap, and delivery with Product
- Customer Support compliance for an upcoming market expansion
- Review channels and structured feedback loops into Product and leadership
- Cross-functional partnerships with CRM and Finance on churn and refund rate
What we are looking for:
- A senior Customer Support operator with D2C, subscription, or consumer app experience — ideally including a build-from-scratch phase
- Proven track record deploying AI support tooling to automate and scale
- Experience managing outsourced Customer Support teams at agent level, not just contract level
- Strong analytical instincts — you diagnose with data and arrive with a recommendation
- Commercially minded — you understand how Customer Support connects to retention and revenue and speak that language naturally
- Any experience with US markets
The package: £55,000–60,000 | EMI options | 27 days holiday + bank holidays | Private healthcare | Hybrid (3 days London)
Customer Support Lead in London employer: trg.recruitment
Contact Detail:
trg.recruitment Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Lead in London
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at companies you admire. A friendly chat can lead to insider info and even referrals that could land you an interview.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer support approach and think about how your experience aligns with their needs. We want you to show them you’re the perfect fit!
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in managing CS teams and deploying AI tools can help them scale. We need to hear your passion for customer experience and how you can make a difference.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to connect with us directly.
We think you need these skills to ace Customer Support Lead in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Support Lead role. Highlight your experience in D2C, subscription, or consumer apps, and show us how you've built CS functions from scratch. We want to see how your skills align with our needs!
Showcase Your Achievements: Don’t just list your responsibilities; tell us about your successes! Use specific examples that demonstrate your track record in deploying AI support tools and managing outsourced teams. Numbers and results speak volumes, so let’s see what you’ve achieved!
Be Data-Driven: Since we’re looking for someone with strong analytical instincts, make sure to include examples of how you've used data to diagnose issues and make recommendations. Show us that you can connect customer support to retention and revenue — it’s all about the numbers!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, we love seeing applications come in through our own channels!
How to prepare for a job interview at trg.recruitment
✨Know Your Customer Support Metrics
Before the interview, brush up on key customer support metrics like churn rate and retention strategies. Be ready to discuss how you've used data to drive decisions in your previous roles. This shows you understand the commercial side of customer support, which is crucial for this position.
✨Showcase Your AI Experience
Since the role involves deploying AI support tooling, come prepared with specific examples of how you've implemented AI solutions in past positions. Discuss the impact these tools had on efficiency and customer satisfaction. This will demonstrate your ability to innovate and scale operations.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about challenges you've faced in customer support and how you resolved them. Use the STAR method (Situation, Task, Action, Result) to structure your answers clearly and effectively.
✨Understand the Company’s Vision
Research the company’s growth plans and customer experience goals. Be ready to share your vision for building a customer support function that aligns with their objectives. This shows you're not just looking for a job, but are genuinely interested in contributing to their success.