Head of Customer Support

Cleo; City of London; Hybrid; GBP 80,000 - 120,000; Full time

Job summary

A leading fintech company in London is seeking a Head of Customer Support to strategize and lead a growing global support team. This role involves defining the vision for customer support, optimizing operations, and ensuring exceptional service delivery at scale. The ideal candidate has significant experience in consumer tech and a proven track record in team leadership. This position offers a competitive compensation package and opportunities for growth within the rapidly scaling firm.

Benefits

Competitive compensation package

Equity options

25 days annual leave + public holidays

6% employer-matched pension

Private medical insurance

Paid sabbatical after 4 years

Qualifications

• 5+ years as a senior Customer Support leader in consumer tech or fintech.
• Experience managing global teams and scaling operations.
• Strong ability to present to executive audiences.

Responsibilities

• Define and implement the strategic direction for Customer Support.
• Lead a global team across multiple countries.
• Build and optimize customer feedback loops with product teams.

Skills

Team leadership and motivation

Customer support metrics and strategies

Data-driven decision making

Operational processes optimization

Experience with support platforms

Tools

Intercom

Zendesk

Job description

Get AI-powered advice on this job and more exclusive features.

About the Company

At Cleo, we’re not just building another fintech app. We’re on a mission to fundamentally change humanity’s relationship with money, imagining a world where everyone—regardless of background or income—has access to a hyper‑intelligent financial advisor in their pocket. Cleo is a rare success story: a profitable, fast‑growing unicorn with over $200 million in ARR and growing more than 2× year‑over‑year. This isn’t just a job; it’s a chance to join a team of brilliant, driven individuals who are passionate about making a real difference.

If you’re driven by complex challenges that push your expertise, the chance to shape something truly transformative, and the potential to share in Cleo’s success as we scale, while growing alongside a company that’s scaling fast, this might be your perfect fit.

About the Role

We’re looking for a Head of Customer Support to lead the strategy, operations, and long‑term vision for how Cleo supports its users. You’ll own a growing global support function spanning Customer Operations and frontline teams while delivering exceptional service at scale and partnering closely with Product on optimisation and insights.

Key Responsibilities

• Set the strategic direction for Customer Support at Cleo, defining a long‑term vision and turning that vision into reality.
• Lead and inspire managers and teams across multiple countries and time zones, fostering ownership, high performance, and continuous improvement.
• Champion the voice of our customers internally by building feedback loops with Product, Engineering and Operations that continually improve Cleo’s product, content and user journeys.
• Oversee hiring, coaching and development of a high‑performing team.
• Lead forecasting, budgeting and staffing strategies to meet targets.
• Build progression frameworks, learning programmes and operational rhythms that help teams deliver their best work.
• Use QA insights, customer feedback and operational data to improve CSAT, resolution quality and subscriber retention.
• Set team KPIs that drive productivity, efficiency and reduce cost.
• Optimise support processes to ensure the team can deliver fast, accurate and consistent resolutions at scale.
• Own tooling and deflection strategies, using Intercom, internal systems and AI‑augmented support tools to deliver a seamless experience for our customers.
• Act as a key operational leader during incidents, outages and high‑impact events.
• Ensure all support processes and communications meet regulatory, privacy and compliance requirements.
• Oversee Cleo’s team of internal annotators who train Cleo’s AI chat function by defining appropriate responses that are accurate and aligned with Cleo’s tone of voice.
• Build dashboards and reporting that keep leadership aligned and drive high‑quality decision‑making.

What We’re Looking For

• 5+ years as a senior Customer Support organization leader in high‑growth consumer tech or fintech, including managing managers and global teams.
• Experience scaling and maturing a CS organization at a post‑Series C company.
• Ability to effectively present to executive audiences.
• Strong ability to motivate frontline teams and develop high‑performing leaders.
• Deep familiarity with support metrics, forecasting, capacity planning and operational modelling.
• Confident using data to set strategy, improve processes and make trade‑off decisions.
• Deep understanding of exceptional customer support and how to scale it without compromising quality or empathy.
• Ability to bring structure to ambiguity, break down complex problems and build pragmatic, high‑impact solutions.
• Hands‑on experience with support platforms like Intercom, Zendesk or similar.
• Proven experience building or optimizing workflows, automation and knowledge systems.
• Skilled at working cross‑functionally and influencing stakeholders across Product, Engineering, Risk and senior leadership.
• Thrives in a fast‑paced, scaling environment where the playbook is still being written.

Nice to Have

• Experience with SQL.
• Experience with AI‑augmented support tooling.
• Experience with AI annotation.
• Experience with BPO support models.

What You Get for All Your Hard Work

• A competitive compensation package (base + equity) with bi‑annual reviews aligned to our quarterly OKR planning cycles.
• Work at one of the fastest‑growing tech startups, backed by top VC firms (Balderton & EQT Ventures).
• A clear progression plan: we want you to keep growing—trying new things, leading others, challenging the status quo and owning your impact, always with our complete support.
• Flexibility. We can’t fight for the world’s financial health if we’re not healthy ourselves; we work with everyone to find the balance they need.
• Work where you work best. We’re a globally distributed team—if you live in London we have a hybrid approach; if you’re outside of London we’ll encourage occasional visits and cover travel.

Other Benefits

• Company‑wide performance reviews every six months.
• Generous pay increases for high‑performing team members.
• Equity top‑ups for team members getting promoted.
• 25 days annual leave a year + public holidays (+ an additional day for every year you spend at Cleo, up to 30 days).
• 6% employer‑matched pension in the UK.
• 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.
• Workplace nursery scheme.
• And many more!

Welcoming Everyone

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.

Additional Information

• Seniority level: Executive
• Employment type: Full‑time
• Job function: Other

Referrals increase your chances of interviewing at Cleo by 2x.