Head of Customer Support, Cleo AI

• 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
• A 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
• A 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

Desirable

• 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
• Set the strategic direction for Customer Support at Cleo, defining a long-term vision and then 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. Build feedback loops with Product, Engineering and Operations that continually improve Cleo’s product, content, and user journeys
• Oversee the 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 KPI’s 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