Director of Customer Support

1PGR; London; On-site; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Healthcare

Laptop

Bonus Days off

Hybrid working

Job summary

A global market-leading AI company is seeking a Director of Customer Support to lead a dynamic support team in London. This role entails providing world-class customer service, managing a growing team, and ensuring seamless communication between customers and technical staff. The ideal candidate has extensive experience, excellent leadership skills, and a proactive attitude towards innovation.

Qualifications

• 7+ years of experience in customer support or a related field.
• 2+ years of management experience in a high-growth or SaaS company.
• Comfortable communicating with both technical and senior management.

Responsibilities

• Manage the Support team and oversee the customer support process.
• Ensure the team scales with the company's growth and technology use.
• Liaise and troubleshoot with customers, prioritizing issues effectively.

Skills

Interpersonal Skills

Communication Skills

Leadership

Problem Solving

Education

Bachelor's or Master's degree in a scientific, technical or engineering discipline

Job description

1 week ago Be among the first 25 applicants

Location - Central London / Hybrid

Salary & Benefits - Negotiable Depending on experience + benefits (Healthcare, Laptop, Bonus Days off, Hybrid working)

Job Type - Customer Support, Management, Full-time, Permanent

A global market-leading AI company, is seeking a Director of Customer Support join their dynamic and growing Support Team. Growing at a rapid pace and having raised a significant amount during a recent Series C funding round in 2024, they have been recognized internationally as an AI powerhouse.

The Director of Customer Support role combines excellent team leadership with the systems thinking to provide streamlined, world class customer support.

The Customer Support team acts as the first response to customer issues, managing tickets from start to finish, dealing with minor issues themselves and ensuring that more technical problems receive adequate oversight.

The Director of Support will be a confident leader, acting as a point of escalation for our customers, a liaison across commercial, customer-facing and technical sides of the business who feels comfortable in a dynamic, fast-paced environment managing a global team.

Responsibilities

- Manage the Support team with oversight of the entire customer support process

- Ensure the Support team is scaling to meet the requirements of a fast-growing company; an champion of using technology internally to meet our growing demands

- Prioritise customers and issues, across strategic accounts and the entire customer base; act as an escalation point, liaise and troubleshoot with customers as required

- Run a data-informed support function, reporting directly to management on the actions of the team

Requirements

- Bachelor's or Master's degree in a scientific, technical or engineering discipline, with a 2:1 or above.

- 7+ years of experience, including 2+ years of relevant management experience, preferably in a high-growth and/or SaaS company

- Experience communicating with both technical and senior management

- Excellent interpersonal and communication skills, both verbal and written

- Enthusiasm for innovation, experimentation and self-development in the field of legal AI

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology and Management

• Industries

  Software Development

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