Customer Support Lead, Cleo
Live Chat
£50.1-68.9k
+ Equity
More information about location
2-3 days a week in office
AI personal finance assistant
Be an early applicant
AI personal finance assistant
201-500 employees
Be an early applicant
£50.1-68.9k
+ Equity
More information about location
2-3 days a week in office
201-500 employees
Company mission
To help millions of people improve their financial health, and relate to them in a way their banks never could.
Role
Who you are
- We’re looking for a Customer Support Lead - Live Chat with experience leading operations on a live chat platform, who is passionate about driving both team performance and customer satisfaction
- You have leadership experience in a remote Customer Support environment
- You’re strategic and growth-minded. You have a track record of building and scaling high-performing teams
- You’re a coach at heart. You’re passionate about developing people managers and their teams, and you have experience coaching and mentoring
- You’re data-driven. You use metrics to guide decision-making and identify areas for improvement
- You’re collaborative. You work cross-functionally and can partner with other teams to drive success for live chat and broader customer support functions
- Nice to have: SQL knowledge. Experience in pulling data to guide decisions is a plus
- Exceptional to have: Spanish or Tagalog. Certainly not a necessity
What the job involves
- Reporting to the Head of Customer Success, The Customer Support Lead - Live Chat will oversee the operations on our live chat platform, managing and coaching a growing team of people managers and their agents to ensure exceptional customer support and operational efficiency
- Driving service operations. You’ll oversee the day-to-day operations on our live chat platform (Intercom), ensuring exceptional customer experiences and operational efficiency. Our email channel is also integrated into intercom and will fall under your remit
- Managing and coaching People Managers. You’ll lead, coach, and develop a team of 4 people managers, with a growth plan to oversee 8 people managers over the next two years. Those 4 people managers currently oversee 40 agents between them. Located in the UK, USA, Colombia and the Philippines
- Optimizing team performance. Collaborating with your managers, you’ll ensure that our customer champions are supported, well-trained, and performing at their best to meet their individual targets and the OKR’s for our department
- Process optimization. You’ll work closely with our Quality Assurance and Product teams to improve processes and get better results for our users and company
- Data-driven coaching. Using live chat data, you’ll identify trends and coach your managers to drive improvements, implementing solutions based on those insights
- Scaling the team. You’ll work with leadership to ensure that as the team grows, the right people, processes, and tools are in place to support that growth
- Managing escalations. You’ll have oversight of key escalations, ensuring they’re handled effectively and learnings are integrated into future training and processes
- Workforce scheduling. You’ll work with a scheduler to ensure we are optimizing our schedule to meet demand and ensure quick response times
Application process
- Stage 1 - Call with a member from the Talent Team
- If successful at this first stage, we'll ask you to work on a task in preparation for you next interview:
- Stage 2 - 45mins interview with Daniel Bunton (Head of Customer Success) and Thomas Poots (Customer Success Team Lead)
- Stage 3 - 45 mins interview with Lorraine Ariana Gonzales (Customer Champion Team Lead) and one of our Product Partners
Salary benchmarks
Our take
People are increasingly not satisfied with the products being offered by traditional banks, which have proven slow to react to the needs of younger consumers who expect more from their everyday experiences.
Cleo was one of the first companies to make great use of chatbots that sit within Facebook's messenger app. This chatbot-first approach and Gen Z user base have given it strong virality. It now has millions of registered users, 99% of which are based in the US, leading to a decision to take a year break from the UK market to focus on its US Gen Z customers.
Its Series C funding will help the company to double down in the US, where it will make a significant increase in employee headcount, and enable Cleo to maintain and expand its service during an economic downturn.
Financial advice delivered via bots is a crowded space, so Cleo benefits from having a strong brand presence. It has gone for very bold, fun, Gen Z-focused messaging which helps it to stand out from competitors such as Emma, Plum, and Chip.
Kirsty
Company Specialist
Insights
Many candidates hear
back within 2 weeks
43% female employees
24% employee growth in 12 months
Company
Employee endorsements
Nice people
"Cleople are unmatched. The vibes, the energy, the friendships. I genuinely love my colleagues and have developed real-life friendships. I don't know..."
Funding (last 2 of 5 rounds)
Jun 2022
$80m
SERIES C
Dec 2020
$44m
SERIES B
Total funding: $137.5m
Company benefits
- 25 days of Annual leave a year + public holidays (+ an additional day for every year you spend at Cleo)
- 401k matching in the US and 6% employer-matched pension in the UK
- Online courses, £150 annual budget & internal training to level up your skills
- Regular socials and activities, online and in-person
- Online mental health support via Spill
- 1 month paid sabbatical after every 4 years with Cleo
- OpenAI Plus subscription
- Electric vehicle salary sacrifice scheme and cycle-to-work scheme
- Life assurance and income protection via AIG
- Medical insurance via Axa and Healthcare cash plan via Medicash
- Performance reviews every 8 months. Generous pay increases for high performers and high-growth team members. Equity top-ups for team members getting promoted
Company values
- Make it Happen
- Learn at Speed
- Bring Good Vibes
Company HQ
London, UK
Leadership
Barnaby Hussey-Yeo
(CEO)Data Scientist at Wonga, one of the companies that pioneered the smart use of data for loan decisions. Joined Entrepreneur First where Cleo was formed.
People progressing
Joined Cleo straight from Makers Academy in 2018, and became Technical Lead in 2021.
Diversity, Equity & Inclusion at Cleo
Annie Jackson (Head of Talent )
- We’ve set up an internal committee of truly passionate people that are dedicated to ensuring Diversity and Inclusion is embedded in how we all operate as a team. We agree on meaningful actions, and get on with implementing them. We have three main focuses right now, which are:
- 1) Improving SocioEconomic diversity across the company
- 2) Increasing the number of women in Leadership roles
- 3) More community outreach
- Check out our 2022 Diversity and Inclusion report, here: https://web.meetcleo.com/blog/cleo-diversity-equity-and-inclusion-report-2022
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