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Jugo is the evolution of digital meeting spaces - a powerful layer that transforms standard video calls into high-impact, high-conversion moments. As virtual becomes the norm for over 80% of business interactions, Jugo is the lever that strengthens brand presence and drives conversion in every key moment.
It integrates seamlessly over the tools you already use like Zoom or Teams - and gives hosts the power to truly own the room. Whether you're pitching, presenting, or leading a mission-critical conversation, Jugo ensures your message lands with clarity, confidence, and commercial impact.
Our Meeting Impact Technology is built for customer-facing teams, marketers, and leaders who need to deliver with presence, precision, and persuasion. With cinematic visuals, intelligent flows, and AI-enhanced content impact, Jugo helps any host look remarkable, feel unstoppable, and convert more.
No platform switching. No technical setup. Just pure impact, delivered in the moments that matter most.
Our Vision: To inspire confidence in every individual by reimagining digital communication.
Our Mission: To bring unforgettable experiences to every digital presentation, so any host can turn
their brand, products, and themselves into superstars.
Our Promise: Look remarkable. Feel unstoppable. Deliver with impact. Own the Moment.
The Role:
We’re looking for a Customer Support Lead to help implement and evolve Jugo’s support infrastructure as we scale. Reporting into the Head of Ops, this role is ideal for someone who has been hands-on in a B2B SaaS environment and is now ready to build and develop a technical and commercial support function that is focused, fast, helpful and future-ready from day one.
You’ll help implement our support tooling, write the knowledge base from scratch, and ensure we’re offering seamless, intelligent support to our customers and internal teams as we grow.
Key Responsibilities:
1. Support Infrastructure Setup
* Help implement Zendesk (or similar) as our support hub
* Configure ticket workflows, SLAs, triggers, and macros
* Integrate live chat, email, widget, and social support channels
* Set up internal views, queues, and escalation paths
* Define permissions and business rules for the support platform
2. Knowledge Base & Self-Service Content
* Write and maintain user-facing documentation and FAQs
* Build structured knowledge libraries for both human agents and AI agents
* Create guided support flows for agents to follow
* Work with product, ops, and marketing to ensure accuracy and clarity
* Continuously expand and refine articles based on feedback and ticket trends
3. Customer Support Experience & Process Design
* Design macros and response templates for known queries
* Define support tone, response quality standards, and escalation flows
* Monitor and respond to inbound queries from alternative sources (e.g. social media)
* Flag recurring issues and themes for Product, UX, and Sales teams
4. Customer Data & Tool Integration
* Integrate Zendesk with CRM (e.g. HubSpot) to surface contextual customer data
* Ensure agents can access customer type, plan, and product usage history
* Use tagging and fields to categorize issues by topic, severity, and user segment
5. Measurement & Quality
* Track KPIs such as First Response Time, CSAT, ticket deflection, resolution time
* Set up reporting dashboards and regular insight sharing with Product/UX
* Support quality reviews of ticket handling tone and effectiveness
6. Team Support & Scaling
* Support the hiring, onboarding, and day-to-day coordination of initial support agents (1st and 2nd line, including technical support), or agency equivalents.
* Maintain internal SOPs and onboarding resources.
* Support agent performance reviews, coaching, and QA feedback.
7. Customer Feedback Loop
* Tag and prioritise feedback, bugs, and feature requests
* Maintain a flow of insights between support and Product/Design
* Champion the customer voice in internal road mapping
8. Managed Service Enterprise Client Support
* Provide premium, proactive support for our managed service enterprise clients (e.g. Guinness, Coca Cola, Newcastle United, Paris Saint Germain, Nokia)
* Manage each contracted managed service meeting from preparation through delivery, ensuring expectations are clear, met, and documented
* Liaise with studio, product, and technical teams to resolve issues quickly
* Maintain service quality while building the full SaaS customer support function
Success Metrics:
* Zendesk and support tooling live and fully functional
* Knowledge base sufficiently populated so line agents can resolve 80% of tickets with 80%+ CSAT
* SLAs met for response and resolution times
* Internal teams confident in triage, escalation, and reporting processes
* Customer feedback is structured, visible, and driving product improvement
About You:
You’ll thrive in this role if you:
* Have 5+ years of customer support experience in a fast-moving B2B SaaS environment
* Have experience setting up or scaling tools like Zendesk, Freshdesk, HelpScout
* Write clearly, calmly, and efficiently under pressure
* Know how to recreate and specify technical bugs
* Are organised, pragmatic, and care deeply about end-user experience
* Enjoy working cross-functionally with product, engineering, and commercial teams
* Are proactive and continuously seek to improve systems, not just maintain them
Bonus Points:
* Experience supporting or training AI-driven help agents
* Familiarity with light technical tooling (CMS, bug tracking, admin panels)
* Past experience supporting enterprise customers in a post-sale environment
What We Offer:
* Hybrid working with Bristol office access
* 25 days holiday + public holidays
* Wellbeing and professional development budget
* Opportunity to build a standout support experience from scratch
Why This Role Matters:
Customer support is one of the first human touchpoints our users experience — and how we show up in those moments defines trust. In this role, you’ll help build a thoughtful, scalable support function that empowers agents, delights customers, and strengthens Jugo’s reputation with every ticket.
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