Customer Support Manager

Customer Support Manager

Sector - Artificial Intelligence, Technology, SaaS
Location - Central London / Hybrid
Salary & Benefits - (depending on experience) + benefits (Healthcare, Laptop, Bonus Days off, Hybrid working)
Job Type - Customer Support, Management, Full-time, Permanent

A global market-leading AI company, is seeking a Customer Support Manager join their dynamic and growing Support Team. Growing at a rapid pace and having raised a significant amount during a recent Series C funding round in 2024, they have been recognized internationally as an AI powerhouse.

The Customer Support Manager role combines excellent team leadership with the systems thinking to provide streamlined, world class customer support.

The Customer Support team acts as the first response to customer issues, managing tickets from start to finish, dealing with minor issues themselves and ensuring that more technical problems receive adequate oversight.

The Customer Support Manager will be a confident leader, acting as a point of escalation for our customers, a liaison across commercial, customer-facing and technical sides of the business who feels comfortable in a dynamic, fast-paced environment managing a global team.

Responsibilities
- Manage the Support team with oversight of the entire customer support process
- Ensure the Support team is scaling to meet the requirements of a fast-growing company; an champion of using technology internally to meet our growing demands
- Prioritise customers and issues, across strategic accounts and the entire customer base; act as an escalation point, liaise and troubleshoot with customers as required
- Run a data-informed support function, reporting directly to management on the actions of the team

Requirements
- Bachelor's or Master's degree in a scientific, technical or engineering discipline, with a 2:1 or above.
- Extensive support experience, including ideally 2+ years of relevant management experience, preferably in a high-growth and/or SaaS company
- Experience communicating with both technical and senior management
- Excellent interpersonal and communication skills, both verbal and written
- Enthusiasm for innovation, experimentation and self-development in the field of legal AI