Customer Support Lead Zendesk Experience
Customer Support Lead Zendesk Experience
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Job Description
Position: Customer Support Lead (Zendesk Experience)
Location: Manchester
Were looking for a strategic and handson 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 whos not only experienced in frontline customer support but also knows how to scale support operations through smart tooling AI integration and killer contentwithout hiring a big team.
What Youll Be Doing
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Own and manage the full customer support lifecycle
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Configure and optimize Zendesk as the core support platform
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Develop highimpact support content from concise help articles to engaging video guides
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Leverage AI features and autoresponses within Zendesk to deflect tickets and drive resolution
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Coordinate a small virtual support team 2 CSMs who dedicate 13 hours per week to ticket support
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Monitor trends and continuously refine the support experience
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Aim to minimize human support touchpoints through scalable solutions
What Were Looking For
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Zendesk pro: You know how to get the most out of it including workflows macros triggers and AI capabilities
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Strong background in content creation for customer support: selfhelp articles video tutorials etc.
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Experience using AI/automated tooling to reduce support volume is a massive plus
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Leadership skills to run and support a fractional virtual support team
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A mindset focused on efficiency scalability and customer satisfaction
The Mission
The goal is simple: keep support lean smart and scalable. This isnt about growing a large teamits about making one incredible person the brains behind a nextgen support function.
Contact: Elvis Eckardt
Employment Type
Full-Time
