Customer Support Lead

Job description

About Searchable Searchable is the analytics and agentic platform for AI Search. As ChatGPT, Claude, Perplexity, and Google AI Overviews reshape how people discover information, brands need new ways to measure and optimise their visibility across both traditional and generative search. We help companies grow their organic presence across SEO, AEO, and GEO through a fully agentic platform that identifies opportunities, recommends actions, and automates fixes. We’re at $3M ARR, backed by top angels and VCs, and building the team that will define the category. The role Build the support function that keeps our customers winning in AI Search. Our customers are moving fast in a category that did not exist two years ago, and when they hit a wall they need answers that are quick, sharp, and informed. Right now, support at Searchable is handled by our GTM and Customer Success team. We want to change that. You'll be the person to own it. You will be our first dedicated support hire: personally working the queue today, and building the standards, processes, and eventually the team that make Searchable support a reason customers stay. This is a hands-on role now with a real opportunity for ownership. You build the machine while you run it. This role is technically deep. You aren't shipping production code, but you must master the mechanics of our platform, from data ingestion and AI engine prompts to the final scoring and surfacing of results. You'll be expected to troubleshoot from first principles, identifying exactly where in the chain a system failed, and ensuring you have a clear diagnosis before escalating any genuine errors. What you'll do - Own the queue: Be the first human our customers reach when something breaks or confuses them. Triage, prioritise, and resolve queries across email and Slack within business hours, with in-app chat coming soon. - Be accountable for queue health: Response times, backlog, and the promise that nothing slips through the cracks. That's yours. - Troubleshoot the product with real depth: Reproduce issues, reason from first principles about where in the system something broke, and get to the root cause before you escalate. When you do escalate, your write-ups are crisp and reproducible enough that engineering can act on them immediately. - Use AI to multiply your output: Draft and sharpen responses, interrogate data and logs, build your own tools and skills, and turn tickets into knowledge-base content faster. We expect the person in this seat to run at a level that would have taken a small team a few years ago. - Build the knowledge base: Turn every recurring question into self-service, so customers get answers faster and the queue gets lighter. - Be the voice of the customer: Spot patterns in what's breaking or confusing, and bring them to product and engineering every week. - Set the standard: Define how support works here from scratch, from SLAs and tagging to what "a great reply" looks like. As we grow, you'll set the quality bar for a blended in-house and outsourced team. - Work the seams with Success: Our CSMs own the deeper strategic relationships. You own the day-to-day for everyone. You'll build the handoff that makes that feel seamless to customers. Who you are - 2-4 years in customer-facing support at a B2B SaaS company, ideally a technical one. You've lived in a ticket queue, not just on relationship calls. - Technically deep, in how you think. You don't need to write code, but you need to understand systems: how data flows, why an integration fails, what a stack trace or API response is telling you. You build accurate mental models of how things work and enjoy taking them apart. - A first-principles troubleshooter. Faced with something weird, your instinct is to reason about causes, not to guess. You're comfortable in API docs, logs, and data. - Fluent with AI as a force multiplier. You already use AI tools to raise your own leverage: drafting, debugging, analysing, building small workflows. You'll be able to point to a specific tool or workflow you built with AI that changed how you work. - A genuinely excellent written communicator. Clear, warm, and concise with technical and non-technical people alike. - Calm and organised under a busy queue. You prioritise ruthlessly and keep your promises to customers. - An owner. You're happy building a process where none exists, rather than waiting for it to appear. Nice to have - A technical background or education, or hands-on experience with APIs, SQL, or integrations - Experience with admin management or setup of customer support platforms (e.g. Intercom) - Exposure to support QA, or to working alongside an outsourced or offshore team - Familiarity with AEO, SEO, martech, or agency workflows - Some experience mentoring or onboarding teammates Where this role goes This is deliberately a role with room to grow. As Searchable scales, we don't plan to build a huge in-house support team. We plan to build a small, high-quality one and extend it with trusted partners. That means the path here runs from working the queue, to setting the quality bar, to managing QA and a blended in-house and outsourced team, to owning support strategy end to end. If you want to grow into a support leader, this is built for it. Your first year - First 30 days: Learn the product cold. Meet the Success, Product, and Engineering teams. Take over the queue. - First 90 days: Own the queue solo. Baseline our metrics, set our first SLAs, agree an escalation path with Engineering, and ship the first knowledge-base articles. - First year: Support runs on documented process with predictable SLAs, the knowledge base measurably lightens the load, a QA program is live, and you've helped shape where we add capacity next. Why Searchable We're a growing team building the visibility layer for the AI search era, and we're early enough that this role shapes the function for good. You'll work in-office in London with a team that moves quickly and cares about the craft of what we ship.