Technical Customer Support Lead

You will lead the technical customer support function, overseeing daily queue health, SLAs, and follow-the-sun coverage. You will manage major and executive-level escalations, coordinate customer communications, and partner with Engineering on support-impacting product decisions. You will establish AI automation, career frameworks, SOPs, and a durable knowledge base; hire, mentor, and coach team members; and provide senior technical guidance on complex API escalations.

Responsibilities

• Run daily technical customer support operations, including queue health, SLAs, and follow-the-sun coverage.
• Own executive-level and major-incident escalations and manage customer communication.
• Review support-impacting product requirements and flag risky deployments before release.
• Own the AI automation roadmap, career frameworks, and team SOPs.
• Hire, mentor, coach, and develop team members.
• Maintain the knowledge base as a durable team asset.
• Turn recurring incidents into AI-enabled self-service and measure adoption.
• Advocate for customer needs in product roadmap discussions.
• Provide senior technical guidance on complex API escalations.

Requirements

• Have 5+ years of experience in technical support, technical account management, or engineering.
• Have 2+ years of direct people-management experience.
• Have experience building or scaling a support function, ideally in a regulated or high-stakes environment.
• Have experience mentoring and coaching team members.
• Be comfortable reviewing PRDs and providing actionable product feedback.
• Have experience with APIs, Datadog, Kibana, SQL, and workflow automation tooling.
• Have experience with AI/ML or enterprise B2B SaaS and automation projects from pilot to production.
• Understand prompt design, structured outputs, and LLM evaluation.
• Be familiar with observability tooling, automation frameworks, and CI/CD pipelines.
• Have an interest in crypto, blockchain, and compliance.

Benefits

• Hybrid working
• 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
• Additional birthday leave day
• 16 weeks of fully paid parental leave for eligible employees
• Private health insurance
• Mental health support
• Life assurance covering four times salary
• Cycle to Work Scheme