elliptic - Technical Customer Support Lead
Requirements
• 5+ years in technical support, technical account management, or engineering, with 2+ years directly managing people. • A track record of building or scaling a support function, ideally in a regulated or high-stakes environment. • Demonstrated ability to mentor and coach team members, not just manage their output. • Comfort reading PRDs and giving product feedback that engineers actually act on. • Experience with the same technical surface the team works in daily: APIs, Datadog/Kibana, SQL, and workflow automation tooling. • Experience with AI/ML or enterprise B2B SaaS, including having led or closely supported an automation project from pilot to production. • Enough practical fluency in prompt design, structured outputs, and LLM evaluation to sponsor the team's AI work and judge when it's ready to ship — you don't need to have built the eval harness yourself, but you should know what a credible one looks like. • Familiarity with observability tooling, automation frameworks, and CI/CD pipelines, enough to have an informed view on what the team should build versus buy. • Genuine interest in crypto and blockchain, and in the compliance landscape it operates in.
Responsibilities
• Run the team day to day: queue health, SLAs, and the follow-the-sun coverage model across four hubs. • Own executive-level and major-incident escalations, managing customer communication while Engineering fixes the underlying issue. • Review product requirements for anything that touches support, and flag deployments that could affect customers before they ship. • Own the AI automation roadmap, career frameworks and SOPs for the team. • Hire and grow the team, mentor and coach team members on both technical troubleshooting and their career growth, and own the knowledge base as a durable asset rather than a side project. • Work with the team to turn recurring incident types into self-service using AI and other tooling, and keep an eye on whether people actually use it. • Advocate for customer needs at the leadership table, turning what you're seeing in escalations into specific asks for the product roadmap. • Step in personally on the toughest API escalations when a customer's web or mobile build needs senior technical guidance. • What you will achieve in the first 6 months: • Have a documented, working escalation and RACI model the team is actually using, not just a page nobody opens. • Run at least one executive-level incident end to end, from first contact through customer communication to resolution. • Ship and measure at least one AI-driven automation project that visibly cuts routine incident volume, agreed and prioritised with the team. • Have led a technical support or customer-facing engineering team through real growth, not just steady state. • Are as comfortable in an executive incident call as you are reviewing a PRD. • Build process because it removes friction for your team, not because process is the point. • Care about AI, and have a clear point of view on how advanced systems should be built responsibly. • Stay technically sharp yourself: seek out the hardest escalations instead of only managing from a distance. • Firmly believe diverse and empowered teams make us stronger as individuals, as a team, and as a business.
Benefits
• Hybrid working and the option to work from almost anywhere for up to 90 days per year • £500 Remote working budget to set up your home office space • > Learning & Development: • $1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development • > Vacation/ Leave: • Holidays: 25 days of annual leave + bank holidays • An extra day for your birthday • Enhanced parental leave: we provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave and leave. • Private Health Insurance - we use Bupa! • Full access to Spill Mental Health Support • Life Assurance: we hope you will never need this - but our cover is for 4 times your salary to your beneficiaries • Cycle to Work Scheme
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT