Customer Support Manager

Base pay rangeAbout Gizmo: Gizmo is an AI startup on a mission to make learning easy. We’re building a platform that gamifies learning to help people learn anything. Gizmo has over 1 million monthly active users and $4M in annual recurring revenue, with $22M in Series A backing. We’re scaling from $4M to $25M ARR by 2026 and expanding into the US.

About The RoleWe are looking for our first Customer Support hire to be the voice of our users and the bridge between our community and product + engineering teams. Working directly with the Founders and Product team, you’ll own the entire customer support experience and help build the systems and processes that scale the function as we grow. This is a hands-on, high-impact role where you’ll solve user problems, manage support agents, and influence product decisions based on user feedback. You’ll answer emails, manage tickets, and talk to users daily while shaping how a million+ users experience our product.

Responsibilities

Customer Support: own all customer interactions across Intercom. Respond to user queries, troubleshoot issues, and ensure every user feels heard and supported

Ticketing and Bug Management: develop and manage the support ticketing system, categorise and prioritise user issues, and work closely with engineering to ensure bugs are tracked and resolved quickly

User Insights and Reporting: analyse support conversations to identify patterns in user behavior, feature requests, and pain points; create regular reports that inform product roadmap decisions

Team Building: hire, train, and manage customer support agents as we scale; build playbooks, processes, and culture for consistent, excellent support at scale

Product Partnership: serve as the voice of the customer in product discussions; advocate for user needs and help prioritise features based on user feedback and support volume trends

Requirements

You are excited about helping users and solving problems; you understand you’ll be answering emails and tickets most days

You are customer-obsessed with excellent written communication and the ability to turn frustrated users into advocates

You have experience in customer support, ideally in consumer tech

You’ve managed support team members or are ready to build and scale a support function from the ground up

You are comfortable with support tools (Intercom, Zendesk, Freshdesk, Zoho, etc.) and can quickly learn new systems

You have strong problem-solving skills and can troubleshoot technical issues with non-technical users

Nice-to-haves

You have experience with database management via admin panels and making data changes to resolve user issues

You’ve worked in high-growth consumer tech companies and understand scaling support challenges

You’ve built support processes from scratch and scaled support teams in fast-growing companies

Benefits

Meaningful equity included – you’ll own a piece of what you’re building

Hybrid working model with 4 days in our Shoreditch office

Private health insurance

Opportunity to be an early employee in one of the UK’s fastest-growing startups

Seniority level

Associate

Employment type

Full-time

Job function

Customer Service

Industries

IT Services and IT ..... full job details .....