Director of Customer Support

Luminance; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

Luminance, a leading AI firm, seeks a Director of Customer Support to lead and scale a dynamic global support team. The ideal candidate will possess strong leadership skills, a technical background, and experience in managing customer interactions in a tech environment. This role is pivotal in ensuring world-class customer service and driving innovation.

Qualifications

• 7+ years of experience, including 2+ years in management.
• Experience in high-growth and/or SaaS companies.
• Strong communication with technical and senior management.

Responsibilities

• Manage the Support team and oversee customer support processes.
• Champion technology use to scale support for a growing company.
• Prioritize customer issues and act as an escalation point.

Skills

Interpersonal skills

Communication skills

Leadership

Systems thinking

Technical understanding

Education

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

Job description

Luminance, a market-leading AI company, is seeking a Director of Customer Support join our dynamic and growing global Support Team. The company has grown by 5x over the last 2 years, raised a $115m Series C funding round in 2024 and it rapidly expanding globally, with enterprise customers.

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 (UK) or GPA of 3.5 or above (US)
• 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