Customer Support Systems Lead

Plinth; Greater London; On-site; GBP 40,000 - 50,000; Full time

Job summary

Plinth is hiring in London for a customer-support focused role that acts as the system owner of support, not a queue. You’ll be the first point of contact, and your impact will be measured by reduced support volume and rising user satisfaction.

You’ll work across product, engineering and operations to build self-serve tools and dashboards that reveal where users get stuck and how improvements ship. Recent graduates are welcome.

Qualifications

• You work without handholding and are given context, not a daily task list.
• You dislike repetitive work and own the bug of repeating answers.
• You think beyond the ticket to prevent future issues.
• You quantify problems and prefer charts over opinions.

Responsibilities

• Be the first line of contact for customers via Intercom and reduce ticket volume over time.
• Build and use dashboards to show where users get stuck and how fixes impact the product.
• Own free Plinth access and advocate for user needs within the team.
• Create self-serve content and tooling to reduce human touchpoints.

Tools

Intercom

PostHog

Linear

Job description

Plinth is hiring in London for a customer-support focused role that acts as the system owner of support, not a queue. You’ll be the first point of contact, and your impact will be measured by reduced support volume and rising user satisfaction.

You’ll work across product, engineering and operations to build self-serve tools and dashboards that reveal where users get stuck and how improvements ship. Recent graduates are welcome.