We are looking for a Customer Service Team Lead to oversee the day-to-day operations of Humantra’s customer support function.

This role is responsible for ensuring consistently high-quality customer support across all channels, maintaining the systems and processes that power our CX operations, and supporting the performance of our external support team. You will act as the operational backbone of our support team, ensuring customers receive fast, empathetic and on-brand responses while continuously improving efficiency, quality and processes

.
This role will lead Humantra’s customer support function while working closely with an external support team and their account manager to ensure consistent service quality across all channel

s.
Customer Support Operati

• onsOversee day-to-day customer support operations across all support channels, ensuring tickets are prioritised, routed and resolved efficient
• ly.Maintain a high standard of customer care across all interactions, including email, social media channels and public review platforms such as Trustpil
• ot.Act as the first point of contact for operational issues and escalations, resolving the majority of customer issues direct

ly.
Support Team Oversight & Develop

• mentProvide ongoing feedback to support agents so they operate as a true extension of the Humantra t
• eam.Monitor support quality and performance through QA frameworks, performance metrics and feedback lo

ops.
Customer Support Systems & Process Optimis

• ationOwn the operational setup of the Gorgias support platform, including ticket routing, macros, automation, tagging structures and inbox workf
• lows.Identify opportunities to streamline support processes and improve operational effici

ency.
Customer Experience & Continuous Impro

• vementOwn and monitor key customer support KPIs including agent QA scores, messages and tickets per hour, CSAT and one-to
• uch %.Identify recurring customer issues or operational failures and propose improvements to prevent them in the f

uture.
Skills & Characteristics

• needed2–3+ years experience in customer support, CX operations or service team lea
• dershipExperience working with or managing outsourced customer suppor
• t teamsExperience using customer support platforms such as Gorgias, Zendesk or I
• ntercomStrong operational mindset with excellent attention to
• detailExcellent written communication and strong customer
• empathyComfortable working with performance metrics and operation
• al dataHighly organised with strong ownership and ini
• tiativeComfortable working in a fast-paced, high-growth envi

ronment

• BenefitsOn-site working (Lon
• don, UK)Opportunities for professional growth as the company
• expandsPremium Private Healthcare I
• nsuranceMonthly wellness perk (gym, supplement
• s, etc.)Your birthday off - a day to celebr
• ate you!1 Week 'Work from Anywhere'

per year