Job Description Writer
A job description that attracts the right candidates, built from a rough list of what the role actually involves.
What it produces
Real output from this tool, not a mock-up.
What went in
- The role
- Customer Support Lead
- What the role actually involves
- Leading a team of 4 support agents for a B2B invoicing product. Owning response times and the escalation process. A lot of coaching, we care more about that than ticket throughput. Working with product on recurring issues, bringing patterns not just fixing tickets. Remote UK, occasional travel to Bristol maybe once a quarter. Salary 45 to 52k. Would want someone who has managed before, even a small team. Not fussy about SaaS specifically.
- Level
- Mid level
Role summary
We're looking for a Customer Support Lead to run our 4-person support team for our B2B invoicing product. You'll own response times and the escalation process, but the real focus of this role is coaching: we care more about how the team grows and handles hard cases than about raw ticket throughput. You'll also be the link between support and product, spotting recurring issues and bringing patterns to product rather than just closing tickets one by one. You'll report to me, the head of ops.
Responsibilities
- Manage and coach a team of 4 support agents day to day
- Own response times and the escalation process for support tickets
- Spot recurring or systemic issues in ticket data and bring them to product as patterns, not just one-off fixes
- Work directly with product on those recurring issues to help shape fixes
- Report into the head of ops on team performance and escalation trends
- Travel to the Bristol office roughly once a quarter
Requirements
- Previous experience managing people, even a small team
- Comfortable owning escalation processes and response time targets
- Strong coaching skills, this matters more to us than ticket throughput numbers
- Able to work remotely from within the UK
- Nice to have: experience in a SaaS or B2B software support environment
When to use it
Use this when you know what the role involves and need it written as a job ad that attracts the right people. It splits responsibilities from requirements, which is what stops a description turning into a wish list nobody fully matches and half your candidates self-reject against.