searchable - Customer Support Lead

London1w ago

In Office Staff EMEA Software Customer Success Manager B2B Documentation SQL Intercom SEO Mentoring Slack

Requirements

• 2-4 years in customer-facing support at a B2B SaaS company, ideally a technical one. You've lived in a ticket queue, not just on relationship calls. • Technically deep, in how you think. You don't need to write code, but you need to understand systems: how data flows, why an integration fails, what a stack trace or API response is telling you. You build accurate mental models of how things work and enjoy taking them apart. • A first-principles troubleshooter. Faced with something weird, your instinct is to reason about causes, not to guess. You're comfortable in API docs, logs, and data. • Fluent with AI as a force multiplier. You already use AI tools to raise your own leverage: drafting, debugging, analysing, building small workflows. You'll be able to point to a specific tool or workflow you built with AI that changed how you work. • A genuinely excellent written communicator. Clear, warm, and concise with technical and non-technical people alike. • Calm and organised under a busy queue. You prioritise ruthlessly and keep your promises to customers. • An owner. You're happy building a process where none exists, rather than waiting for it to appear. • A technical background or education, or hands-on experience with APIs, SQL, or integrations • Experience with admin management or setup of customer support platforms (e.g. Intercom) • Exposure to support QA, or to working alongside an outsourced or offshore team • Familiarity with AEO, SEO, martech, or agency workflows • Some experience mentoring or onboarding teammates • Where this role goes • This is deliberately a role with room to grow. As Searchable scales, we don't plan to build a huge in-house support team. We plan to build a small, high-quality one and extend it with trusted partners. That means the path here runs from working the queue, to setting the quality bar, to managing QA and a blended in-house and outsourced team, to owning support strategy end to end. If you want to grow into a support leader, this is built for it. • Your first year • First 30 days: Learn the product cold. Meet the Success, Product, and Engineering teams. Take over the queue. • First 90 days: Own the queue solo. Baseline our metrics, set our first SLAs, agree an escalation path with Engineering, and ship the first knowledge-base articles. • First year: Support runs on documented process with predictable SLAs, the knowledge base measurably lightens the load, a QA program is live, and you've helped shape where we add capacity next.

Responsibilities

• Own the queue: Be the first human our customers reach when something breaks or confuses them. Triage, prioritise, and resolve queries across email and Slack within business hours, with in-app chat coming soon. • Be accountable for queue health: Response times, backlog, and the promise that nothing slips through the cracks. That's yours. • Troubleshoot the product with real depth: Reproduce issues, reason from first principles about where in the system something broke, and get to the root cause before you escalate. When you do escalate, your write-ups are crisp and reproducible enough that engineering can act on them immediately. • Use AI to multiply your output: Draft and sharpen responses, interrogate data and logs, build your own tools and skills, and turn tickets into knowledge-base content faster. We expect the person in this seat to run at a level that would have taken a small team a few years ago. • Build the knowledge base: Turn every recurring question into self-service, so customers get answers faster and the queue gets lighter. • Be the voice of the customer: Spot patterns in what's breaking or confusing, and bring them to product and engineering every week. • Set the standard: Define how support works here from scratch, from SLAs and tagging to what "a great reply" looks like. As we grow, you'll set the quality bar for a blended in-house and outsourced team. • Work the seams with Success: Our CSMs own the deeper strategic relationships. You own the day-to-day for everyone. You'll build the handoff that makes that feel seamless to customers.

Benefits

• We're a growing team building the visibility layer for the AI search era, and we're early enough that this role shapes the function for good. You'll work in-office in London with a team that moves quickly and cares about the craft of what we ship.