Senior Customer Support Lead, Field & IoT Solutions

ZELP LTD; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

ZELP LTD is seeking an experienced Head of Customer Support to own the end-to-end support experience for ZELP Sense. You will diagnose hardware and software issues, guide onboarding, and scale the support function as the customer base grows, including potential field deployments and travel.

Role requires 10+ years in technical product support leadership, excellent communication, and the ability to work closely with Engineering, Manufacturing and Operations to drive product improvements and

Qualifications

• Significant experience (10+ years) managing customer support for a technical product.
• Experience running a customer support team and building a scalable support function.
• Strong troubleshooting, analytical skills and excellent written/verbal communication.
• Experience with field deployments and field-service teams.
• Ability to define SLAs, escalation processes and KPIs; manage returns/replacements.

Responsibilities

• Own the customer support process from deployment through ongoing operation and lifecycle.
• Provide first-line and second-line technical support for ZELP Sense hardware and software.
• Diagnose issues across devices, sensors, battery/charging, connectivity, firmware, and data quality.
• Escalate to Engineering/Manufacturing/Quality as needed and keep customers informed.
• Build onboarding materials, guides, FAQs, and knowledge base; improve processes for scale.
• Lead and grow the customer support team, recruit/train and develop playbooks and KPIs.
• Establish ticketing tools, categories, priorities, and SLAs; report on KPIs and trends.
• Collaborate with Commercial, Engineering, and Operations to ensure customer success.

Skills

Customer support management

Team leadership

Troubleshooting

Communication skills

CRM platforms

Ticketing systems

Field-service experience

Analytical skills

Organisational skills

Escalation processes

Tools

CRM platforms

Ticketing systems

Job description

ZELP LTD is seeking an experienced Head of Customer Support to own the end-to-end support experience for ZELP Sense. You will diagnose hardware and software issues, guide onboarding, and scale the support function as the customer base grows, including potential field deployments and travel.

Role requires 10+ years in technical product support leadership, excellent communication, and the ability to work closely with Engineering, Manufacturing and Operations to drive product improvements and