AI-First CX Architect — Lead Transformational Support

Intercom; City Of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading AI customer service company is seeking a Customer Support Leader to guide clients in transforming their customer support experiences. This role requires deep expertise in customer support processes, AI integration, and strong problem-solving abilities. The ideal candidate will lead strategic sessions and provide data-driven recommendations to drive operational success. Competitive salary and benefits offered, along with a hybrid working policy.

Benefits

Competitive salary and equity

Daily lunch and snacks

Pension scheme with match

Health and dental insurance

Flexible paid time off

Paid maternity and paternity leave

Cycle-to-Work Scheme

Modern equipment provided

Qualifications

• Deep understanding of customer support processes and workflows, including ticketing systems.
• Proven experience in customer support system implementation.
• Experience as a Customer Support Leader (Manager, Director or above).

Responsibilities

• Develop an in-depth understanding of customer needs.
• Lead strategic insight and alignment sessions.
• Drive AI-first adoption and success.
• Provide data-driven recommendations.

Skills

Customer support leadership

Problem-solving

Communication

AI integration

Project management

Education

Bachelor's degree or equivalent experience

Tools

Zendesk

Intercom

FreshDesk

Job description

A leading AI customer service company is seeking a Customer Support Leader to guide clients in transforming their customer support experiences. This role requires deep expertise in customer support processes, AI integration, and strong problem-solving abilities. The ideal candidate will lead strategic sessions and provide data-driven recommendations to drive operational success. Competitive salary and benefits offered, along with a hybrid working policy.