Technical Customer Support Lead

5+ years in technical support, technical account management, or engineering, with 2+ years directly managing people.

A track record of building or scaling a support function, ideally in a regulated or high-stakes environment.

Demonstrated ability to mentor and coach team members, not just manage their output.

Comfort reading PRDs and giving product feedback that engineers actually act on.

Experience with the same technical surface the team works in daily: APIs, Datadog/Kibana, SQL, and workflow automation tooling.

Experience with AI/ML or enterprise B2B SaaS, including having led or closely supported an automation project from pilot to production.

Enough practical fluency in prompt design, structured outputs, and LLM evaluation to sponsor the team's AI work and judge when it's ready to ship — you don't need to have built the eval harness yourself, but you should know what a credible one looks like.

Familiarity with observability tooling, automation frameworks, and CI/CD pipelines, enough to have an informed view on what the team should build versus buy.

Genuine interest in crypto and blockchain, and in the compliance landscape it operates in.

Hybrid working and the option to work from almost anywhere for up to 90 days per year

£500 Remote working budget to set up your home office space

$1,000 Learning & Development budget to use on anything (agreed with your manager) that contributes to your growth and development

Holidays: 25 days of annual leave + bank holidays

An extra day for your birthday

Enhanced parental leave: we provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave and leave.