Head of Customer Support

Cleo; United Kingdom; Hybrid; GBP 85,000 - 115,000; Full time

Job summary

A leading fintech startup in the UK is seeking a Head of Customer Support to define and lead its strategy while managing a high-performing global team. This role is crucial in optimizing support processes and driving customer satisfaction. The ideal candidate will have over 5 years of experience in customer support leadership, especially in fast-growing environments. With a focus on data-driven decision-making and team motivation, you will ensure that support is delivered efficiently and empathetically.

Benefits

Competitive compensation package

Flexibility in work location

Equity option

Private Medical Insurance

25 days annual leave

Paid sabbatical after 4 years

Qualifications

• 5+ years in a senior Customer Support leadership role in fintech or consumer tech.
• Experience managing global teams in high-growth environments.
• Strong understanding of customer support metrics and capacity planning.

Responsibilities

• Define and lead the strategic direction for Customer Support.
• Inspire managers and teams across multiple countries.
• Build feedback loops with Product and Engineering.

Skills

Senior Customer Support leadership

Cross-functional influence

Data-driven decision-making

Team motivation

Operational modelling

Tools

Intercom

Zendesk

Job description

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About The Company

At Cleo, we're not just building another fintech app. We're embarking on a mission to fundamentally change humanity's relationship with money. Imagine a world where everyone, regardless of background or income, has access to a hyper-intelligent financial advisor in their pocket. That's the future we're creating.

About Cleo

Cleo is a rare success story: a profitable, fast-growing unicorn with over $200 million in ARR and growing more than 2x year-over-year. This isn't just a job; it's a chance to join a team of brilliant, driven individuals who are passionate about making a real difference. We have an exceptionally high bar for talent, seeking individuals who are not only at the top of their field but also embody our culture of collaboration and positive impact.

About The Role

We’re looking for a Head of Customer Support to lead the strategy, operations, and long‑term vision for how Cleo supports its users. You’ll own a growing global support function spanning Customer Operations and frontline teams while delivering exceptional service at scale and partnering closely with Product on optimisation and insights.

Key Responsibilities

• Set the strategic direction for Customer Support at Cleo, defining a long‑term vision and turning that vision into reality.
• Lead and inspire managers and teams across multiple countries and time zones, fostering ownership, high performance, and continuous improvement.
• Champion the voice of our customers internally. Build feedback loops with Product, Engineering and Operations that continually improve Cleo’s product, content, and user journeys.
• Oversee the hiring, coaching, and development of a high‑performing team.
• Lead forecasting, budgeting and staffing strategies to meet targets.
• Build progression frameworks, learning programmes, and operational rhythms that help teams deliver their best work.
• Use QA insights, customer feedback, and operational data to improve CSAT, resolution quality and subscriber retention.
• Set team KPIs that drive productivity, efficiency and reduce cost.
• Optimise support processes to ensure the team can deliver fast, accurate, and consistent resolutions at scale.
• Own tooling and deflection strategies, using Intercom, internal systems, and AI‑augmented support tools to deliver a seamless experience for our customers.
• Act as a key operational leader during incidents, outages, and high‑impact events.
• Ensure all support processes and communications meet regulatory, privacy, and compliance requirements.
• Oversee Cleo’s team of internal annotators who train Cleo’s AI chat function by defining appropriate responses that are accurate and aligned with Cleo’s tone of voice.
• Build dashboards and reporting that keep leadership aligned and drive high‑quality decision‑making.

What We’re Looking For

• 5+ years as a senior Customer Support organisation leader in high‑growth consumer tech or fintech, including managing managers and global teams.
• Experience scaling and maturing a CS organisation at a post‑Series C company.
• Ability to effectively present to executive audiences.
• A strong ability to motivate frontline teams and develop high‑performing leaders.
• Deep familiarity with support metrics, forecasting, capacity planning, and operational modelling.
• Confident using data to set strategy, improve processes, and make trade‑off decisions.
• A deep understanding of exceptional customer support and how to scale it without compromising quality or empathy.
• Ability to bring structure to ambiguity, break down complex problems, and build pragmatic, high‑impact solutions.
• Hands‑on experience with support platforms like Intercom, Zendesk, or similar.
• Proven experience building or optimizing workflows, automation, and knowledge systems.
• Skilled at working cross‑functionally and influencing stakeholders across Product, Engineering, Risk, and senior leadership.
• Thrives in a fast‑paced, scaling environment where the playbook is still being written.

Nice To Have

• Experience with SQL.
• Experience with AI‑augmented support tooling.
• Experience with AI annotation.
• Experience with BPO support models.

What You Get For All Your Hard Work

• A competitive compensation package (base + equity) with bi‑annual reviews, aligned to our quarterly OKR planning cycles.
• Work at one of the fastest‑growing tech startups, backed by top VC firms, Balderton & EQT Ventures.
• A clear progression plan. We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact. Always with our complete support.
• Flexibility. We can’t fight for the world’s financial health if we’re not healthy ourselves. We work with everyone to make sure they have the balance they need to do their best work.
• Work where you work best. We’re a globally distributed team. If you live in London we have a hybrid approach, we’d love you to spend one day a week or more in our beautiful office. If you’re outside of London, we’ll encourage you to spend a couple of days with us a few times per year. And we’ll cover your travel costs, naturally.

Other Benefits

• Company‑wide performance reviews every 6 months.
• Generous pay increases for high‑performing team members.
• Equity top‑ups for team members getting promoted.
• 25 days annual leave a year + public holidays (+ an additional day for every year you spend at Cleo, up to 30 days).
• 6% employer‑matched pension in the UK.
• Private Medical Insurance via Vitality, dental cover, and life assurance.
• Enhanced parental leave.
• 1 month paid sabbatical after 4 years at Cleo.
• Regular socials and activities, online and in‑person.
• We’ll pay for your OpenAI subscription.
• Online mental health support via Spill.
• Workplace Nursery Scheme.
• And many more!

Welcoming Everyone

We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio‑economic backgrounds. If there’s anything we can do to accommodate your specific situation, please let us know.

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Cleo AI. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Cleo AI may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Cleo AI's Candidate Privacy Notice.

London Area, United Kingdom – £85,000 – £115,000 (2 days ago)