Director, Intelligent Support
Location: Knutsford, UK
The Mission: Build the Future of Customer Support
Are you tired of reactive, ticket-based support models? Are you passionate about building intelligent, scalable systems that don't just solve customer problems, but prevent them entirely?
We believe that world-class support is a strategic advantage. It’s not a cost center; it’s a powerful engine for customer loyalty, product insights, and growth. We are looking for a transformative leader to architect and build our global support function from the ground up. This isn't a maintenance role—you will be the catalyst for change, empowered to create a modern, AI-driven support experience that sets a new industry standard.
If you are a systems thinker who geeks out on operational excellence and is driven to solve complex challenges, we want to talk to you.
What You’ll Build & Own:
* An Intelligent Support Engine: You will design and implement our end-to-end global support strategy. This includes architecting triage models, specialization tiers, and scalable processes that leverage automation and AI to deliver proactive, 24/7 support.
* A Culture of Excellence & Empowerment: You will hire, coach, and develop a high-performing team of support professionals, fostering a culture grounded in accountability, resilience, and a relentless focus on the customer experience.
* A World-Class Tech Stack: You will own our support technology stack, driving the adoption of AI/LLM-powered bots, agent-assist tools, and modern platforms (like Zendesk, Salesforce Service Cloud, etc.) to automate workflows and improve efficiency.
* The Voice of the Customer: You will establish and lead a robust escalation and incident response program, ensuring that customer feedback and insights are systematically channeled back into our Product and Engineering teams to drive continuous improvement.
* Data-Driven Operations: You will define, monitor, and report on the key performance indicators (KPIs) that matter, including CSAT, resolution times, and ticket deflection, using data to tell the story of our progress and identify new opportunities.
Who You Are: A Leader Who Has Been on the Journey
* A Proven Transformer: You have a wealth of experience in technical support or customer operations, with at least 3-5 years in a leadership role within a high-growth B2B SaaS or DevTools company. Crucially, you have already led a support organization on a transformation journey from a reactive, manual model to a proactive, automated one.
* Operationally Excellent: You are a systems thinker with a deep understanding of support metrics, SLAs, and process automation. You have hands-on experience scaling support operations and implementing modern tooling.
* An AI-First Mindset: You are genuinely curious and knowledgeable about the application of AI, LLMs, and automation in a support context. You have experience implementing these technologies to reduce case volume and improve customer outcomes.
* A Strategic Leader & Coach: You can articulate a clear vision and translate it into an actionable roadmap. You excel at leading teams through change, building cross-functional alignment, and developing the next generation of leaders.
* Customer-Obsessed: You anchor every decision in its potential impact on the customer. You are passionate about turning support into a strategic lever for improving customer satisfaction and retention.
Why You’ll Love It Here:
* Autonomy and Impact: You will have the executive backing and freedom to build your vision from the ground up.
* A Modern Culture: We are a mission-driven company that values data-informed decisions, strategic thinking, and a collaborative, low-bureaucracy environment.
* Complex Challenges: You will be solving interesting, systemic problems at scale, working with high-performing teams across the organization.
Benefits
Why join us?
* We foster an inclusive and high-performance culture with a focus on work-life balance.
* We believe in rewarding people generously and offer a competitive salary based on individual skills and contribution.
* We host regular team events and have fantastic summer and winter parties.
* You’ll be part of a humble, supportive, and fun team that values collaboration, humour, and a strong sense of belonging.
* We offer share options, 8% employer pension contribution, life assurance, income protection, private medical insurance, and 25 days holiday (plus public holidays).
* Our working hours are flexible, with core hours from 9am to 4pm
* We work best when we are together on site