Customer Support Lead | £55,000–60,000 | London (Hybrid)
We're a fast-scaling consumer subscription startup with a loyal, highly engaged user base — and a clear path to significant growth over the next two years. We're not a household name yet, but we're getting there quickly.
This is a ground-floor opportunity to own and build a CS function that scales with the business. You'll have a direct line to the Exec team, real commercial influence, and the chance to shape how a fast-growing startup delivers customer experience at scale.
What you'll own:
- A lean, AI-first CS operation, automating intelligently while keeping the team focused on complex, high-value interactions
- An external CS agency, managed to a high standard at agent level
- The cancellation and retention experience end-to-end, diagnosis, roadmap, and delivery with Product
- CS compliance for an upcoming market expansion
- Review channels and structured feedback loops into Product and leadership
- Cross-functional partnerships with CRM and Finance on churn and refund rate
What we're looking for:
- A senior CS operator with D2C, subscription, or consumer app experience — ideally including a build-from-scratch phase
- Proven track record deploying AI support tooling to automate and scale
- Experience managing outsourced CS teams at agent level, not just contract level
- Strong analytical instincts — you diagnose with data and arrive with a recommendation
- Commercially minded — you understand how CS connects to retention and revenue and speak that language naturally
- Any experience with US markets
The package: £55,000–60,000 | EMI options | 27 days holiday + bank holidays | Private healthcare | Hybrid (3 days London)