Support Operations Lead, Attio
£90-110k
Build the definitive CRM for the next generation
Job no longer available
Build the definitive CRM for the next generation
101-200 employees
Job no longer available
£90-110k
101-200 employees
Company mission
To redefine CRM for the AI era.
Role
Who you are
- We’re looking for a systems thinker who combines technical fluency with a deep passion for customer experience and operational excellence
- Proven experience — 4+ years in Support Operations or CX Ops within a B2B SaaS environment, ideally having scaled support functions through periods of hyper-growth
- Technical depth — Strong understanding of modern support technology stacks and automation platforms (Intercom, Fin, Zapier/Make/n8n, BI tools, APIs, SQL). Comfortable building and optimizing systems from the ground up
- AI and automation fluency — Skilled at using AI to improve support workflows, drive efficiency, and maintain high quality at scale
- Operational rigor — Exceptionally organized with the ability to turn ambiguity into structure. You think in systems and design processes that scale
- Analytical mindset — Confident working with data to uncover trends, measure impact, and inform decisions. You see metrics as a means to create better experiences
- Strong communicator and collaborator — Excellent written and verbal communication skills, with a proven ability to lead cross-functional initiatives and influence stakeholders at all levels
- Curiosity and initiative — A proactive problem-solver who’s always exploring new ways to improve the customer and agent experience through innovation and insight
What the job involves
- Our Customer Support team is one of Attio’s strongest differentiators, delivering an industry-leading 98% CSAT and setting the standard for what exceptional customer experience looks like in B2B SaaS
- We move fast, think critically, and obsess over the details that turn moments of friction into moments of trust
- We’re now looking for a Support Operations Lead to take this engine to the next level
- You’ll own the systems, strategy, and processes that power our global support experience, building the infrastructure, automations, and insights that allow our team to scale efficiently while maintaining an exceptional customer experience
- This is a high-impact, cross-functional role for a technical operator who thrives at the intersection of people, process, and technology
- You’ll partner closely with support leadership to streamline workflows, refine our use of AI, and ensure that every support interaction reflects the clarity and quality our customers expect from Attio
- In this role, you’ll build and optimize the operational backbone that empowers Attio’s Support function to scale efficiently and deliver consistently world-class experiences
- Lead and scale Support Operations — Own and grow the support operations function end-to-end, from strategy through tactical execution. Develop the systems, processes, and rhythms that enable seamless global support
- Build scalable systems and processes — Design and implement proactive, data-driven workflows that improve response times, increase efficiency, and reduce friction for both customers and agents
- Optimize the support tech stack — Manage and enhance the tools that power our support ecosystem (Intercom, Attio, Guru, Notion, Slack, and more), ensuring they evolve in step with team and customer needs
- Advance our AI and automation strategy — Lead initiatives to leverage AI and automation for faster, smarter customer support — from routing and macros to conversation design and predictive assistance
- Develop robust operational frameworks — Create scalable playbooks and workforce management systems that help the team balance speed, quality, and consistency across global time zones
- Own data and insights — Build and maintain dashboards that track customer satisfaction, team performance, and product health. Use insights to inform strategic decisions and shape product improvements
- Champion cross-functional collaboration — Partner with Product, Engineering, Success, and Sales to ensure alignment on customer experience priorities and to drive continuous improvement across the business
- Enable and upskill the team — Create and manage internal enablement, training, and QA programs that empower Support Specialists to deliver consistently exceptional service
- Collaborate on self-serve initiatives — Work closely with our Customer Education team to expand our Help Centre, improve self-serve experiences, and drive scalable customer empowerment
Application process
- Initial Conversations:
- 30-minute introductory chat with a member of our Talent team
- 30-minute interview with our Head of Support
- Core Interviews:
- 30-minute session with the support team to explore collaboration, problem-solving, and culture fit
- Take-home exercise followed by a 45-minute discussion to review your approach and insights
- 30-minute executive interview focused on impact and alignment with company goals
- Final Stage:
- 30-minute closing conversation with our CEO
- Optional team meet-and-greet (on request)
- Offer call (if it’s a mutual fit)
Our take
The world of business software boasts countless tools, but Customer Relationship Management (CRM) hasn't caught up to technological innovations such as Large Language Models. These often clunky, unloved platforms stand at the heart of millions of operations, yet fail to capture the flexibility needed for modern commerce.
Aiming to revolutionise the way we interact with customers and manage relationships, Attio steps in to break free from the archaic CRM mold and build a system that's intuitive and adaptable. Prioritising live data insights and collaboration, Attio allows users to make informed decisions based on the ever-changing needs of their customer base. Its platform understands, learns and adapts to a company's data, creating a closed-loop system where every action will feed back, informing future decisions and constantly refining its understanding of a business.
With impressive Series B funding, Attio is on a direct path to further refine its platform, attract top talent, and ultimately, usher in CRM to the AI era. The future looks bright for Attio, with its innovative approach and growing momentum, the company stands poised to rewrite the rules of customer engagement and allow businesses to forge deeper, more meaningful connections with their clients.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (last 2 of 5 rounds)
Aug 2025
$52m
SERIES B
Aug 2024
$33m
SERIES A
Total funding: $142.3m
Company benefits
- 25 days holiday, plus any extra public holidays you get where you’re based
- Equity in an early-stage tech company on an incredible trajectory
- Remote first, with a space in London for events, content creation, and those who like an office
- Regular team events, including our annual offsite, team sessions and dinners
- Discretionary training and productivity budgets
- Apple hardware
- Enhanced parental leave
- Private Healthcare
- Cycle to work scheme
Company values
- Build with love
- Context over control
- Challenge ideas, not people
- Break it down, amp it up
Company HQ
Farringdon, London, UK
Leadership
Nicolas Sharp
(CEO)Nicolas Sharp is the founder and CEO of Attio, the AI CRM.
Alexander Christie
(CTO)Alex Christie is CTO and co-founder of Attio, the AI CRM. Alex defines the company’s strategic product vision and oversees the development of its platform.
People progressing
Joined as a Software Engineer in 2019. Promoted to Senior in 2021 and Staff in 2023.
Joined in 2024 as a Design Engineer, promoted to Senior Design Engineer in 2025.
Joined Marketing in 2019. Promoted to Growth Marketing Manager in 2021, Head of Growth and Brand in 2023, and VP of Marketing in 2025.
Joined in 2023 as Marketing Specialist. Promoted to Marketing Associate in 2024, and Senior Marketing Associate in 2025.
Diversity, Equity & Inclusion at Attio
- We're dedicated to building a company that champions the diverse world we live in. That means hiring a team rich in diverse backgrounds, perspectives and ideas
- We're committed to equal opportunity and treatment in all aspects of recruitment, selection and employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age or disability
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