Customer Support Lead - Live Chat

We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.

If there’s anything we can do to accommodate your specific situation, please let us know.

About Cleo

Most people come to Cleo to do work that matters. Every day, we empower people to build a life beyond their next paycheck, building a beloved AI that enables you to forge your own path toward financial well-being.

Backed by some of the most well-known investors in tech, we’ve reached millions of people to support them throughout their financial lives, from their first paycheck to their first home and beyond. We're hitting headlines too. This year, Forbes named us as one of their Next Billion Dollar Startups, and we were crowned the 'Hottest Tech Scaleup' at the Europas.

Follow us on LinkedIn to keep up to date with new product features and insights from the team.

About The Role

Reporting to the Head of Customer Success, The  Customer Support Lead - Live Chat will oversee the operations on our live chat platform, managing and coaching a growing team of people managers and their agents to ensure exceptional customer support and operational efficiency. 

What you’ll be doing

• Driving service operations. You’ll oversee the day-to-day operations on our live chat platform (Intercom), ensuring exceptional customer experiences and operational efficiency. Our email channel is also integrated into intercom and will fall under your remit. 
• Managing and coaching People Managers. You’ll lead, coach, and develop a team of 4 people managers, with a growth plan to oversee 8 people managers over the next two years. Those 4 people managers currently oversee 40 agents between them. Located in the UK, USA, Colombia and the Philippines.
• Optimizing team performance. Collaborating with your managers, you’ll ensure that our customer champions are supported, well-trained, and performing at their best to meet their individual targets and the OKR’s for our department. 
• Process optimization. You’ll work closely with our Quality Assurance and Product teams to improve processes and get better results for our users and company. 
• Data-driven coaching. Using live chat data, you’ll identify trends and coach your managers to drive improvements, implementing solutions based on those insights.
• Scaling the team. You’ll work with leadership to ensure that as the team grows, the right people, processes, and tools are in place to support that growth.
• Managing escalations. You’ll have oversight of key escalations, ensuring they’re handled effectively and learnings are integrated into future training and processes. 
• Workforce scheduling. You’ll work with a scheduler to ensure we are optimizing our schedule to meet demand and ensure quick response times. 

About you

We’re looking for a Customer Support Lead - Live Chat with experience leading operations on a live chat platform, who is passionate about driving both team performance and customer satisfaction.

• You have leadership experience in a remote Customer Support environment. 
• You’re strategic and growth-minded. You have a track record of building and scaling high-performing teams.
• You’re a coach at heart. You’re passionate about developing people managers and their teams, and you have experience coaching and mentoring.
• You’re data-driven. You use metrics to guide decision-making and identify areas for improvement.
• You’re collaborative. You work cross-functionally and can partner with other teams to drive success for live chat and broader customer support functions.
• Nice to have: SQL knowledge. Experience in pulling data to guide decisions is a plus.
• Exceptional to have: Spanish or Tagalog. Certainly not a necessity.

What do you get for all your hard work?

• A competitive compensation package (base + equity) with biannual performance reviews. You can view our public progression framework and salary bandings here: https://cleo-ai.progressionapp.com/ - This position is CS4 role paying £50,150 - £68,911 depending on experience.
• Work at one of the fastest-growing tech startups, backed by top VC firms like Sofina, Balderton & EQT Ventures.
• A clear progression plan. We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact. Always with our complete support.
• Flexibility: We work to live, we don’t live to work. Cleo works with everyone on our team to ensure that they have the balance they need to reach their full potential.
• Work where you work best. We’re a globally distributed team. If you live in London we have a hybrid approach, we’d love for you to spend 2-3 days a week in our beautiful office.
• Other benefits;
• 25 days annual leave a year + public holidays (+ an additional day for every year you spend at Cleo)
• Check out our new benefits package here: https://web.meetcleo.com/blog/big-benefits-energy-the-latest-cleo-employee-benefits
• 6% employer-matched pension in the UK
• Performance reviews every 6 months,
  • Generous pay increases for high performers
  • Discretionary cash bonuses for high-growth team members
  • Equity top ups for team members getting promoted
• Private Medical Insurance via Vitality, dental cover, and life assurance
• Enhanced parental leave
• 1 month paid sabbatical after 4 years at Cleo
• Regular socials and activities, online and in-person
• We'll pay for your OpenAI subscription
• Online mental health support via Spill
• And many more!

Interview Process

Stage 1 - Call with a member from the Talent Team

If successful at this first stage, we'll ask you to work on a task in preparation for you next interview:

Stage 2 - 45mins interview with Daniel Bunton (Head of Customer Success) and Thomas Poots (Customer Success Team Lead)

Stage 3 - 45 mins interview with Lorraine Ariana Gonzales (Customer Champion Team Lead) and one of our Product Partners