Jobs, fresher vacancy - Customer Support Lead (Zendesk Experience) • Greater Manchester

Company: Elvis Eckardt Recruitment

Greater Manchester

Position: Customer Support Lead (Zendesk Experience) Location: Manchester We’re looking for a strategic and hands-on Customer Support Lead to take full ownership of the support function at a growing tech company in the secure messaging and fintech space.This role is ideal for someone who’s not only experienced in frontline customer support but also knows how to scale support operations through smart tooling, AI integration, and killer content—without hiring a big team.What You'll Be DoingOwn and manage the full customer support lifecycleConfigure and optimize Zendesk as the core support platformDevelop high-impact support content, from concise help articles to engaging video guidesLeverage AI features and auto-responses within Zendesk to deflect tickets and drive resolutionCoordinate a small virtual support team (2 CSMs who dedicate 1–3 hours per week to ticket support )Monitor trends and continuously refine the support experienceAim to minimize human support touchpoints through scalable solutionsWhat We're Looking ForZendesk pro: You know how to get the most out of it, including workflows, macros, triggers, and AI capabilitiesStrong background in content creation for customer support: self-help articles, video tutorials, etc.Experience using AI/automated tooling to reduce support volume is a massive plusLeadership skills to run and support a fractional virtual support teamA mindset focused on efficiency, scalability, and customer satisfactionThe MissionThe goal is simple: keep support lean, smart, and scalable. This isn’t about growing a large team—it’s about making one incredible person the brains behind a next-gen support function.Contact: Elvis Eckardt