Disclaimer: ONLY APPLY IF YOU HAVE OVER 5 YEARS OF EXPERIENCE LEADING A CUSTOMER SUPPORT TEAM
We’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 Responsibilities
Lead, coach, and mentor the Support Team across multiple brands
Set the team's tone, communication standards and quality
Guide the team through complex client issues
Build a culture of quality, ownership, and professionalism
Oversee all high-risk or emotionally charged client interactions
Work closely with other internal team managers on problem resolution
Run regular 1-on-1 coaching sessions to improve team performance
Ensure all support communications align with service expectations
Maintain and enhance internal documentation
Lead onboarding of support staff, setting expectations from day one
What You’ll Need
5+ 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 professionalism
Outstanding written and verbal communication skills
A deep understanding of ownership in client interactions
Strong working knowledge of software/systems
Resilience under pressure and the ability to support team members in any scenario
Bonus if You Have
Experience in performance marketing or lead generation
Familiarity with client contracts and terms
An eye for tone and customer psychology
