Disclaimer: ONLY APPLY IF YOU HAVE OVER 5 YEARS OF EXPERIENCE LEADING A CUSTOMER SUPPORT TEAMWe’re looking for a confident, emotionally intelligent and operationally strong Head of Support to lead our customer support teams across all LGG brands. You will be responsible for ensuring that every client receives clear, confident, and consistent communication from onboarding through to campaign completion, especially when things get tough. This role combines leadership, escalation handling, quality control, process improvement and hands-on support management.Key ResponsibilitiesLead, coach, and mentor the Support Team across multiple brandsSet the team's tone, communication standards and qualityGuide the team through complex client issuesBuild a culture of quality, ownership, and professionalismOversee all high-risk or emotionally charged client interactionsWork closely with other internal team managers on problem resolutionRun regular 1-on-1 coaching sessions to improve team performanceEnsure all support communications align with service expectationsMaintain and enhance internal documentationLead onboarding of support staff, setting expectations from day oneWhat You’ll Need5+ years in a customer support leadership role (experience in marketing services or agency work a major plus)Proven track record managing high-pressure clients with clarity and professionalismOutstanding written and verbal communication skillsA deep understanding of ownership in client interactionsStrong working knowledge of software/systemsResilience under pressure and the ability to support team members in any scenarioBonus if You HaveExperience in performance marketing or lead generationFamiliarity with client contracts and termsAn eye for tone and customer psychology
