Customer Support Lead

As a Customer Support Lead, you will take charge of our support function, ensuring we deliver an exceptional experience to both clients and practitioners. You will lead and develop our Customer Support Co-ordinator, act as the key escalation point for complex queries, and drive improvements across our processes and systems.

You will balance hands-on operational support with strategic oversight, making sure our day-to-day activities run smoothly while also fostering a culture of continuous improvement. By building strong relationships, collaborating across teams, and anticipating stakeholder needs, you will play a vital role in keeping our support service responsive, efficient, and client-focused.

What you will be doing:

• Leading, mentoring, and developing our Customer Support Co-ordinator.
• Handling escalated client and practitioner queries with confidence and care.
• Overseeing and refining support processes to ensure efficiency and consistency.
• Providing hands-on support when needed – yes, you’ll still roll up your sleeves!
• Building strong relationships with clients and practitioners, anticipating needs before they arise.
• Reporting on team performance and championing continuous improvement.
• Partnering with our Commercial, Marketing, and Tech teams to align on messaging and initiatives.

What We’re Looking For:

• 2+ years’ experience in client support, customer service, or community engagement.
• Strong communication, coaching, and stakeholder management skills.
• Calm under pressure with a client-first mindset and commercial awareness.
• Organised, tech-savvy, and confident using Microsoft Office and digital tools.
• Degree-level education or equivalent experience.
• Based in the UK with the right to work.