About the role
We're looking for an experienced people leader with strong technical judgement to lead our Senior
Customer Experience Specialists and develop their impact as technical leaders within our product pods.
Our Senior Specialists own complex investigations, set technical standards, coach colleagues and
improve how we support our customers. You'll create the direction, structure and accountability that
help them succeed, combining strong people management with a clear understanding of technical
support delivery.
Reporting to the Head of Customer Experience, you'll turn CX priorities into practical plans, lead
improvements across teams and build a culture of ownership, curiosity and continuous learning.

What you'll bring
• Experience leading a technical support or customer experience team in a SaaS environment, including
managing and developing senior individual contributors.
• A track record of improving team performance through clear expectations, effective coaching and
consistent accountability.
• Strong technical judgement and confidence engaging with APIs, integrations, logs and structured
troubleshooting.
• Experience improving escalation processes and working closely with Engineering and Product teams.
• Experience leading sensitive customer escalations, managing expectations and establishing consistent
service standards.
• The ability to turn broad priorities into a practical plan, make decisions within your remit and sustain
progress independently.
• Practical experience adopting AI tools or automation to improve support workflows, with curiosity to
experiment, evaluate results and lead team adoption.
• Confidence using operational data and customer feedback to identify root causes, prioritise work and
assess results.
• Strong communication and stakeholder management skills, including the ability to challenge
constructively and build agreement across teams.
• Experience leading through change while maintaining trust, clarity and delivery.
Experience supporting HR, payroll or other complex business software would be an advantage.

What success looks like
• Senior Specialists act as confident technical leaders within their pods, with clear ownership and visible
development.
• Complex cases progress through strong investigation, sound judgement and timely decisions.
• Escalations are well evidenced, with fewer avoidable handovers and clearer accountability.
• Customers receive a consistent level of service, with clear communication, timely updates and confident
ownership during escalations.
• Specialists become more capable through effective coaching and accessible technical knowledge.
• AI tools, automation and improvement initiatives deliver measurable benefits to customer experience,
technical quality and team productivity.
• The team operates with clear priorities, consistent standards and a supportive, accountable culture.

What you'll do
Lead and develop the team
• Own hiring, onboarding, coaching, performance management and career development, growing Seniors
into confident technical leaders within their pods.
• Set clear expectations for delivery, technical quality and leadership; give regular feedback, address
performance gaps and follow through on development plans.
• Build a supportive, accountable culture where people challenge ideas, make decisions and take
ownership of results.

Own technical quality and escalation effectiveness
• Set investigation standards for complex cases, including APIs, logs, reproducible tests and clear
technical communication; coach Seniors to challenge hypotheses and own cases through resolution.
• Improve the escalation flow between Specialists, Seniors and CX Engineering, with clear responsibilities
and well-evidenced handovers.
• Manage priorities and capacity across casework, coaching and improvement work; use data and case
reviews to improve resolution times, SLA performance and escalation quality.

Set the standard for customer service
• Lead sensitive and high-impact customer escalations, coordinating with CX Team Leads, Customer
Success and CX Engineering to align actions, manage expectations and restore confidence.
• Define and uphold service standards for responsiveness, quality of answers, proactive updates and
follow-through, aligned with agreed SLAs and service commitments.
• Coach Seniors to recognise customer impact, assess urgency and communicate clear findings, next
steps and update timelines; turn complaints and service gaps into improvements.

Drive AI adoption, innovation and team capability
• Champion AI tools and automation in investigations, knowledge sharing and support workflows;
experiment, measure impact and scale improvements to quality, speed and customer experience.
• Build team capability through coaching, training and reusable guidance; help Seniors adopt new tools
confidently, validate AI outputs and apply sound judgement.
• Turn CX strategy into measurable improvements, identify opportunities independently and deliver
changes with Product and CX Engineering to reduce recurring customer friction; share progress, risks
and learning.