Found Description
Customer Support Lead
Location: London, Hybrid
What You’ll Do
- Deliver frontline volume. In the queues across live chat, phone and email, resolving within SLAs
- SLA delivery. Design & run the operation that delivers a minutes first response, hours time-to-close, and market-leading CSAT.
- AI delivery. Own containment, deflection and AI resolution rates.
- Own the knowledge base. Keep the help centre accurate and current against every product release, with a defined refresh cadence for new features, so it both reduces inbound volume and improves AI resolution.
- Lead escalations with composure. When a top-tier customer is blocked and the query has been escalated, you’ll be the deescalation point to handle the problem.
- Close the product feedback loop. Surface recurring themes and insights to the product team so we reduce tickets per workflow over time, not simply resol...