Job Description:

Customer Support Lead

Central Brighton | Hybrid Working | 2-3 Days Per Week In The Office

A growing SaaS business is looking for a Customer Support Lead to lead and develop its customer support capability as it continues to scale globally.

This is a player-manager position, combining team leadership with hands-on customer support responsibilities. You'll manage a team of Customer Support Executives while remaining actively involved in resolving customer issues, improving processes and enhancing the overall support experience.

Working closely with Customer Success, Product and Engineering teams, you'll play an important role in ensuring customer issues are resolved effectively, support insights are shared across the business and opportunities for improvement are identified.

The role also offers the opportunity to help drive greater efficiency through process improvement, automation and the use of AI within support workflows.

The Role

As Customer Support Lead, you'll be responsible for leading and supporting a team of three Customer Support Executives, providing coaching, direction and clear priorities while helping to build a high-performing support culture.

Alongside day-to-day team leadership, you'll remain actively involved in customer support activities, handling more complex issues and supporting the team during periods of high demand.

You'll work across the wider business to improve support processes, define service standards and ensure customer feedback is used to help inform future product improvements.

Key areas of responsibility include:

• Leading, coaching and developing the support team
• Managing escalated customer support issues
• Improving support processes, standards and performance measures
• Acting as a key voice for customer feedback and support insights
• Working closely with Product, Engineering and Customer Success teams
• Identifying opportunities to utilise AI and automation within support
• Managing and optimising support tooling, including Freshdesk and HubSpot
• Supporting global consistency of service delivery and support processes
• Developing and maintaining support documentation and knowledge resources

About You

We're interested in speaking with candidates who have experience leading support teams within a SaaS or technology environment and who are passionate about delivering exceptional customer experiences.

You'll bring a combination of leadership capability, operational thinking and customer focus, together with the ability to work collaboratively across multiple teams.

We're particularly interested in individuals with experience in:

• Managing or leading customer support teams
• SaaS customer support environments
• Support and CRM platforms such as Freshdesk, HubSpot or similar tools
• Support workflows, automation and process improvement
• Customer support reporting and performance metrics
• AI and automation within support environments
• Building effective working relationships across customer-facing and technical teams

Why Apply?

This is an opportunity to join a growing business where customer experience is a key priority and where support plays an important role in the wider success of the organisation.

You'll have the chance to lead an established team, influence how support operates and contribute to the continued development of a business serving customers across multiple international markets.

Benefits

• 25 days annual leave plus bank holidays
• Additional holiday entitlement with length of service, increasing up to 30 days
• NEST pension scheme with salary sacrifice available
• Perkbox membership with access to discounts, rewards and wellbeing benefits
• Hybrid working environment

Location

This role is based in central Brighton.

The successful candidate will be expected to work from the Brighton office approximately 2-3 days per week as part of a hybrid working arrangement. Applicants should be comfortable with this level of office attendance before applying.