Customer Support Lead (Zendesk Experience)

TN United Kingdom; Manchester; On-site; GBP 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a strategic Customer Support Lead to revolutionize their support function. This role offers the chance to take ownership of the customer support lifecycle, optimize Zendesk for efficiency, and create impactful support content. You'll lead a small virtual team while implementing innovative AI solutions to enhance customer satisfaction. If you're passionate about efficient and scalable support operations and have the skills to drive change, this is an exciting opportunity to make a significant impact in a growing tech company within the secure messaging and fintech space.

Benefits

Fantastic work culture

Leadership role opportunity

Solid track record of performance

Qualifications

• Experienced in frontline customer support and scaling operations.
• Strong background in content creation for customer support.

Responsibilities

• Manage the full customer support lifecycle and optimize Zendesk.
• Develop engaging support content and leverage AI features.

Skills

Customer Support

Leadership

Content Creation

AI Integration

Zendesk

Tools

Zendesk

Job description

Client:

Snaphunt

Location:

Manchester, United Kingdom

Job Category:

Customer Service

EU work permit required:

Yes

Job Reference:

0f9af8221125

Job Views:

5

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

The Offer

• Opportunity within a company with a solid track record of performance
• Leadership Role
• Fantastic work culture

The Job

Our client is looking for a strategic and hands-on Customer Support Lead to take full ownership of the support function at a growing tech company in the secure messaging and fintech space.

This role is ideal for someone who’s not only experienced in frontline customer support but also knows how to scale support operations through smart tooling, AI integration, and killer content—without hiring a big team.

What You'll Be Doing

• Own and manage the full customer support lifecycle
• Configure and optimize Zendesk as the core support platform
• Develop high-impact support content, from concise help articles to engaging video guides
• Leverage AI features and auto-responses within Zendesk to deflect tickets and drive resolution
• Coordinate a small virtual support team (2 CSMs who dedicate 1–3 hours per week to ticket support)
• Monitor trends and continuously refine the support experience
• Aim to minimize human support touchpoints through scalable solutions

The Mission

The goal is simple: keep support lean, smart, and scalable. This isn’t about growing a large team—it’s about making one incredible person the brains behind a next-gen support function.

The Profile

What We're Looking For

• Zendesk pro: You know how to get the most out of it, including workflows, macros, triggers, and AI capabilities
• Strong background in content creation for customer support: self-help articles, video tutorials, etc.
• Experience using AI/automated tooling to reduce support volume is a massive plus
• Leadership skills to run and support a fractional virtual support team
• A mindset focused on efficiency, scalability, and customer satisfaction

The Employer

Our client is a team driven by passion, committed to revolutionizing the way you experience recruitment and HR.