Client Support Specialist & Team Lead
We are receiving a high volume of applications and are looking for exceptional candidates— to stand out, we strongly encourage you to submit a tailored covering letter explaining why you are the right fit for this role to bekki.hawkes@cloudcapcha.com
Location: Fully Remote (UK) with occasional on-site client visits
Salary: £42,000–£52,000
The role
An experienced individual contributor also providing clear, pragmatic leadership to the support team.
At CloudCapcha, we are reinventing how accounting and legal firms understand and optimise their productivity and time. Our software only delivers value when people genuinely change how they work. Thanks to our growth, we’ve created a new role of Client Support Specialist & Team Lead to play a key role in our client support function.
This role combines hands-on client support with responsibility for leading a small, growing support team. You’ll act as a senior point of contact for clients, handling complex issues and ensuring a consistently excellent support experience, while also providing practical, day-to-day leadership to the team.
You will work closely with the Client Success, Development and QA teams to ensure that we’re focusing our collective efforts on well-defined issues in the right way and at the right time.
Key responsibilities
- Deliver high-quality, hands-on support to clients across our platform
- Act as an escalation point for complex or high-impact support issues
- Lead, coach, and support a team of support colleagues
- Help prioritise workload, manage support queues, and maintain service standards
- Contribute to improving support processes, documentation, and ways of working
- Drive our adoption of AI in Zendesk interactions with clients
- Build strong working relationships with clients and internal teams
About you
- You are passionate about high quality client support, and you have experience of delivering exactly that within a software or SaaS environment
- You recognise that users don’t always know why something isn’t working, and you’re great at asking questions to get the full story
- You want to remain hands-on but you also want to support and guide others to improve and grow
- You’re a clear, professional communicator with a strong client focus
- You are organised, pragmatic, and able to balance priorities in a fast-moving environment
- Previous experience leading or mentoring others is highly desirable
- Familiarity with professional services firms is an advantage
- Comfortable using tools such as Zendesk, Trello, PowerBI, or similar
Salary and benefits
- £42,000 – £52,000 per annum, depending on experience
- Fully remote working (UK-based)
- Private healthcare
- Exposure to leading legal & financial services firms
- Opportunity to shape and influence how support is delivered
- Friendly, collaborative team in a growing UK software business
- Defined pathway to the Executive Leadership Team
At CloudCapcha, we work openly and honestly, using the EOS “Traction” framework to help us execute well and keep improving.
We value clarity, ownership, and thoughtful collaboration — and we care deeply about building software that genuinely helps people work better.
If you enjoy combining client-facing work with practical people leadership, we’d love to hear from you.