Customer Support Lead (Zendesk Experience)

JR United Kingdom; Manchester; On-site; GBP 60,000 - 80,000

Job description

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Location:

Manchester, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Views:

1

Posted:

30.03.2025

Expiry Date:

14.05.2025

Job Description:

We’re looking for a strategic and hands-on Customer Support Lead to take full ownership of the support function at a growing tech company in the secure messaging and fintech space.

This role is ideal for someone who’s not only experienced in frontline customer support but also knows how to scale support operations through smart tooling, AI integration, and killer content—without hiring a big team.

What You'll Be Doing

1. Own and manage the full customer support lifecycle
2. Configure and optimize Zendesk as the core support platform
3. Develop high-impact support content, from concise help articles to engaging video guides
4. Leverage AI features and auto-responses within Zendesk to deflect tickets and drive resolution
5. Coordinate a small virtual support team (2 CSMs who dedicate 1–3 hours per week to ticket support)
6. Monitor trends and continuously refine the support experience
7. Aim to minimize human support touchpoints through scalable solutions

What We're Looking For

1. Zendesk pro: You know how to get the most out of it, including workflows, macros, triggers, and AI capabilities
2. Strong background in content creation for customer support: self-help articles, video tutorials, etc.
3. Experience using AI/automated tooling to reduce support volume is a massive plus
4. Leadership skills to run and support a fractional virtual support team
5. A mindset focused on efficiency, scalability, and customer satisfaction

The Mission

The goal is simple: keep support lean, smart, and scalable. This isn’t about growing a large team—it’s about making one incredible person the brains behind a next-gen support function.