Customer Support Lead

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)