Support Lead

Role Overview

We are looking for a proactive and organised Support Lead to manage all customer and driver support operations. You will oversee support agents, handle escalated issues, and ensure that all users receive quick and professional assistance. This role is essential for maintaining trust, reliability, and smooth communication across the entire platform.

Key Responsibilities

• Lead and manage the customer and driver support team
• Handle escalated support cases and resolve issues quickly
• Monitor support performance, response times, and service quality
• Create and maintain support guidelines, scripts, and procedures
• Train new support staff and ensure consistent service standards
• Work closely with the Operations Manager and Courier Manager
• Report recurring issues, bugs, and feedback to the tech team
• Maintain strong communication with customers, drivers, and restaurants
• Ensure all support channels (WhatsApp, email, phone) run smoothly

Requirements

• Experience in customer support, team leadership, or service management
• Strong communication and problem-solving skills
• Ability to manage a support team and handle high-pressure situations
• Good organisational skills and attention to detail
• Comfortable working in a fast-paced startup environment
• Ability to work independently and take initiative
• Experience with delivery platforms or customer service tools is a bonus

What We Offer

• Opportunity to join a growing startup in England
• Flexible working environment
• Long-term growth and leadership opportunities
• A supportive and fast-moving team