AI-Driven Support Leader — Scale a Global SaaS Team (London)

Vertice; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A fast-growing SaaS startup based in London is seeking a Customer Support Manager to build and scale a customer-centric support function. The ideal candidate will have experience in a Series B or later-stage SaaS company and will lead efforts to leverage AI and automation to enhance customer service quality. This role offers a unique opportunity to shape the support organization within an innovative company, with a culture that values growth and diversity.

Benefits

Equity options

Growth-oriented culture

Collaborative environment

Qualifications

• Proven experience scaling a support or customer operations function in a Series B+ SaaS company.
• Strong background in AI- and automation-driven support models.
• Demonstrated success building cross-functional teams.

Responsibilities

• Develop and execute a support strategy that scales efficiently.
• Leverage AI and automation to streamline workflows.
• Oversee the support organization’s evolution.

Skills

Customer experience

AI and automation implementation

Team leadership

Data analysis

Job description

A fast-growing SaaS startup based in London is seeking a Customer Support Manager to build and scale a customer-centric support function. The ideal candidate will have experience in a Series B or later-stage SaaS company and will lead efforts to leverage AI and automation to enhance customer service quality. This role offers a unique opportunity to shape the support organization within an innovative company, with a culture that values growth and diversity.