Technical Customer Support Lead

About This Opportunity

Our talent team is representing a confidential fintech organization seeking a Technical Customer Support Lead to join their London office. This is a hybrid leadership role for someone who wants to build while they run—you'll set the strategic direction for technical support automation, lead a distributed team, and personally manage high-stakes escalations when they arise.

If you've managed a support practice through growth, have shipped real AI-driven automation that cut ticket volume, and believe the best leaders stay hands-on when it counts, we'd like to hear from you.

Responsibilities

• Run day-to-day operations for the technical customer support team, including queue health, SLAs, and follow-the-sun coverage across four global hubs.
• Own executive-level and major-incident escalations, managing customer communication while coordinating with Engineering on resolution.
• Drive the AI automation roadmap and personally lead at least one automation project from concept through production deployment.
• Review product requirements for anything affecting support, flagging potential customer impact before releases ship.
• Build and maintain career frameworks, SOPs, and the knowledge base as a durable, living asset.
• Hire, mentor, and coach team members on both technical troubleshooting and long-term career development.
• Turn recurring incident patterns into self-service solutions using AI and automation tooling, then measure adoption.
• Advocate for customer needs at the leadership level, translating escalation trends into specific product roadmap requests.
• Step in personally on the most complex API escalations requiring senior technical guidance.

What We're Looking For

Must-Have Experience:

• 5+ years in technical support, technical account management, or engineering roles, with at least 2 years managing people directly.
• Proven track record building or scaling a support function, ideally in a regulated or high-stakes environment.
• Demonstrated ability to mentor and develop team members, not just manage task completion.
• Comfort reading product requirements and providing feedback that Engineering teams actually implement.
• Hands-on familiarity with APIs, observability tools (Datadog, Kibana), SQL, and workflow automation platforms.
• Experience with AI/ML or enterprise B2B SaaS, including having led or supported an automation project from pilot to production.
• Practical fluency in prompt design, structured outputs, and LLM evaluation—you should be able to sponsor AI work and assess production readiness.
• Working knowledge of observability tooling, automation frameworks, and CI/CD pipelines sufficient to make informed build-versus-buy decisions.
• Genuine interest in crypto, blockchain, and the compliance landscape surrounding these technologies.

You'll Excel Here If You:

• Are equally comfortable in an executive incident call and reviewing technical documentation.
• Build process to remove friction for your team, not for its own sake.
• Have a clear point of view on responsible AI implementation and can articulate trade-offs.
• Stay technically sharp by seeking out the hardest escalations yourself.
• Use AI coding assistants (Copilot, Cursor, Claude) critically and effectively in your daily workflow.
• Believe diverse, empowered teams produce better outcomes for everyone.

First 6 Months Success Looks Like:

• A documented escalation and RACI model the team actively uses.
• Running at least one executive-level incident end-to-end, from first contact through resolution.
• Shipping and measuring at least one AI-driven automation that demonstrably reduces routine ticket volume.

How We Work With You

When you apply through Get A Job.ai, one of our recruiters will screen your background and discuss the role in detail. If there's a mutual fit, we'll submit your profile to our client for consideration. Please do not contact the client directly—all communication and interview coordination will flow through our team to ensure the best experience for you.

Pay

Compensation details will be discussed during the screening process with our recruiting team.

Additional Benefits (provided by the client):

• Hybrid working with up to 90 days per year work-from-anywhere flexibility
• £500 remote working budget for home office setup
• $1,000 annual learning and development budget
• 25 days annual leave plus bank holidays, plus your birthday off
• 16 weeks fully-paid parental leave (regardless of gender or path to parenthood)
• Private health insurance, mental health support, life assurance (4x salary), and cycle-to-work scheme

Get A Job.ai is an equal opportunity recruiter. We welcome applications from candidates of all backgrounds and are committed to fostering inclusive hiring practices.