Customer Support Lead

Company Description

Xapien is one of the brightest and most exciting tech companies to appear over the last few years. The AI-powered automated research platform is redefining background research and gaining critical success from clients.

Every business in the world, in every sector, needs to know who they are engaging with and Xapien helps them answer that question – quickly and accurately. We use deep Natural Language Processing, AI and huge scale cloud infrastructure to automate human research.

We locate, collect, read, distil and assimilate hundreds of thousands of fragments of information – allowing us to understand a person or company like a human would.

We deliver daily insight to major financial institutions, industry regulators, charities and commercial organisations – and the potential market for the solution is enormous.

Founded in 2018 by experts in national intelligence and anti-money laundering, Xapien aims to revolutionise business due diligence with its AI-driven technology. Since securing Series A funding, our team has grown to 50, and we've achieved notable recognitions, including ranking 33rd globally in Chartis Research’s FCC50 and winning the Entity Management award.

Job Description

The Role

We are looking for an experienced Customer Support Lead to take charge of our customer support operations and ensure an exceptional experience for our users. This will be someone who has worked in support teams, has experience of providing incredible customer service and wants to take the next step of designing, setting up and leading a Customer Support team.

Reporting directly to our Head of Customer Success, you will play a pivotal role in shaping our support strategy and building a scalable, efficient support system. This position requires a balance of hands-on problem-solving with a strategic approach to optimising customer support processes.

We’re seeking someone with a deep understanding of technical troubleshooting, experience leading support teams in a fast-paced tech environment, and a proven ability to collaborate with cross-functional teams to drive product improvements and customer satisfaction. This role is ideally suited for someone with experience working in fast-paced support environments who is now eager to take on the challenge of establishing and growing a new function. You’ll have the chance to influence strategy and bring your expertise in systems, metrics, and leadership to create a world-class support team that thrives on innovation and collaboration.

Your efforts will directly contribute to the scalability and long-term success of our customer support operations. This is a unique opportunity to apply your technical and leadership skills to create a team and framework capable of meeting the evolving demands of our global, high-growth business.
Core Responsibilities

1st class customer service

• Communication: responsive, timely and helpful responses to all customer feedback and requests
• Advocacy: Be the customer’s advocate within the company, ensuring their needs and concerns are prioritised
• Use Case Familiarity: Understand the specific applications of the product in different industries or customer use cases to provide tailored solutions.
• Empathy: Handle customer frustrations with patience and understanding.

Technical Triage

• Troubleshooting: Diagnose and resolve technical issues faced by customers using our platform
• Bug Reporting: Identify, test, reproduce and report software bugs or usability challenges to the engineering team for resolution
• Escalation Management: Recognise critical issues that need to be escalated and ensure prompt escalation to the relevant team
• Deep solution understanding: Be well-versed in our product, the various components, workflows, and key features to enable rapid triage.

Product

• Feedback Loop: Gather insights from customer interactions and share with product, engineering, and marketing teams to improve the product.
• Feature Requests: Document and prioritise feature requests from customers, ensuring these are communicated to the product team.
• Knowledge Base Development: Create or update support articles, video tutorials, and documentation.

Systems & Reporting

• Systems: Review current systems, research, suggest and implement tools and processes for faster support resolutions, such as chatbots or ticket triaging systems.
• Analytics: Track key metrics (e.g., response time, resolution time, customer satisfaction) to identify bottlenecks and improve workflows.
• Report: Determine key KPI’s, ensure accurate reporting on these metrics & identify opportunities to increase efficiency through the use of data.
• Incident Response: Address outages, downtimes, or security breaches effectively by communicating updates and timelines to customers.
• Transparency: Manage customer trust during crises by maintaining honest and timely communication

Qualifications

• Strong communication skills to convey technical concepts clearly to customers with varying levels of technical expertise.
• Extensive experience in technical customer support for SaaS platforms, with a proven track record of resolving complex technical issues
• Excellent problem-solving skills, with the ability to reproduce issues, analyse logs, debug issue and deliver to the appropriate internal team in order to guide customers towards timely resolutions.
• Strong troubleshooting experience: Proven ability to write and maintain documentation, including FAQs, troubleshooting guides, and customer success playbooks.
• Familiarity with cloud environments (AWS, GCP, or Azure) and the ability to support customers using cloud solutions.
• Experience with technical tools such as Postman, logging platforms (e.g., Datadog, Splunk), and monitoring & reporting systems.
• Familiarity with customer support systems like Zendesk, Jira or Hubspot and experience setting up or optimising support workflows.
• Leadership experience, including mentoring and guiding support team members, and implementing best practices for scaling support operations.
• Experience of supporting different time zones. As our customer base grows we will need to provide support covering more timezones.
• Analytical mindset to track support metrics (e.g., resolution time, CSAT scores) and identify opportunities for improvement.

Additional Information

• Equity in the business in the form of shares – You will own a meaningful part of the business through our employee shares & equity programme💰
• Unlimited Paid Time Off for you to take time to recharge. 🏖️
• A professional development fund of £1,000 per year – we invest in our people and always encourage growth! 🎓
• Private health and Life insurance ❤️‍🩹
• High-spec MacBook + £200 for equipment setup 💻
• Regular team lunches and social events, from go-karting to mini golf to karaoke to rounders in the park 🎉
• X day – one whole company day off every February so we can all switch off Slack and reset 📴
• Flexible working + flexible hours (2 days per week in our WeWork in Moorgate) 🏠

**Please note, we cannot offer sponsorship to applicants (or transfer existing visas) at present**
Salary: up to £60,000 + bonus + equity (dependent on experience)

Our Values 

• Take ownership – We keep our organisation simple, valuing people over policies. We encourage ownership and decision-making.
• Better together – We care about each other and go out of our way to help colleagues succeed. We value relationships and take a genuine interest.
• Transparent – Our business is creating transparency in business relationships; so internally we are ‘default share’, even when it feels uncomfortable.
• Glass-half-full – This is about being real but still choosing to be optimistic. We celebrate wins and encourage each other to build forward.
• Be pioneers – We are leaders not followers – bold, ambitious and can-do. We don’t start with what’s possible, we start with what we want to achieve, then ask ‘what has to be true’?
• Move fast – This is our moment to make our mark on the world. So we work to ambitious deadlines, launch fast and iterate, always streamline, and remain decisive amid huge uncertainty.
• Value learning – We are all learning, always. We take time to explain, even if it’s quicker to do it ourselves.
• Always decent – We are polite, thankful and straightforward. Everyone is down-to-earth, informal and approachable.
• A players – Working here should be stretching and exhilarating. We only hire, and keep, the best, enquiring people that will keep us on our toes.