Technical Customer Support Lead

Responsibilities

• Run the technical customer support team day to day, including queue health, SLAs, and follow-the-sun coverage across four hubs.
• Own executive-level and major-incident escalations, coordinating customer communication while Engineering resolves underlying issues.
• Review product requirements and flag deployments that could affect customers.
• Own the AI automation roadmap, career frameworks, standard operating procedures, and knowledge base.
• Convert recurring incidents into self-service workflows using AI and other tooling, and measure adoption and impact.
• Hire, mentor, coach, and develop team members.
• Advocate for customer needs and translate escalation trends into product roadmap requests.
• Provide senior technical guidance on difficult API escalations involving customer web or mobile builds.
• Establish an escalation and RACI model, lead executive incidents end to end, and ship at least one measurable AI-driven automation project.

Requirements

• 5+ years of experience in technical support, technical account management, or engineering.
• 2+ years of direct people-management experience.
• Experience building or scaling a support function, preferably in a regulated or high-stakes environment.
• Demonstrated mentoring and coaching ability.
• Ability to review PRDs and provide actionable product feedback.
• Experience with APIs, Datadog or Kibana, SQL, and workflow automation tooling.
• Experience with AI/ML or enterprise B2B SaaS, including leading or closely supporting an automation project from pilot to production.
• Practical knowledge of prompt design, structured outputs, and LLM evaluation.
• Familiarity with observability tooling, automation frameworks, and CI/CD pipelines.
• Interest in crypto, blockchain, and the associated compliance landscape.
• Ability to use AI coding assistants such as Copilot, Cursor, or Claude critically and effectively.

Benefits and Compensation

• Hybrid working and the option to work from almost anywhere for up to 90 days per year.
• £500 remote-working budget.
• $1,000 learning and development budget.
• 25 days of annual leave plus bank holidays and an additional birthday day.
• Enhanced parental leave, including 16 weeks of fully paid leave for eligible employees.
• Private health insurance through Bupa.
• Spill mental health support.
• Life assurance of four times salary.
• Cycle to Work Scheme.