Were looking for a Support Team Lead in the AI-powered recruitment technology space. This isn't just another support role its an opportunity to lead an established support team, drive accountability, and ensure world-class support performance aligned with business goals.

About The Role

In this position, you will:

• Lead and manage the existing support team by setting clear expectations and ensuring adherence to SLAs and KPIs.
• Oversee daily support operations (email, chat, ticketing systems), ensuring timely, high-quality responses to customers.
• Identify gaps in team performance, address issues proactively, and foster a positive, high-performance culture.
• Analyze support metrics and customer feedback to detect trends, resolve issues efficiently, and prevent recurrence.
• Provide regular updates to leadership on support operations, challenges, and opportunities for improvement.
• Collaborate cross-functionally with product, engineering, and business teams to align support objectives with overall company goals.
• Supervise the creation and maintenance of customer-facing documentation and internal processes.
• Deliver training and mentorship for both customers and support staff when needed.
  
  
  

What We're Looking For

• 3+ years of experience Managing customer support teams in SaaS or technology-driven environments (AI or enterprise software experience is a strong plus).
• Demonstrated ability to drive accountability, enforce SLAs, and deliver consistently excellent customer experiences.
• Strong analytical skills for assessing support operations and implementing measurable improvements.
• Exceptional English communication skills (written and verbal) for engaging with customers, team members, and leadership.
• Familiarity with support tools such as Salesforce, Intercom, or similar platforms.
• Proven ability to multitask, prioritise, and manage multiple initiatives effectively.
  
  
  

Nice to Have

• Familiarity with AI, recruitment technology, or enterprise SaaS solutions.
• Experience building or scaling support operations within a high-growth startup.
  
  
  

Please do not apply if you do not have prior experience as a Customer Support Lead.