Customer Support Manager

About Gizmo

Gizmo is an AI startup on a mission to make learning so easy that anyone can learn anything. We're building Duolingo for Anything - a platform that uses gamification and social mechanics to make learning fun and effective. With over 1 million monthly active users and $4M in annual recurring revenue, we're already one of the fastest-growing startups in the UK. Well funded with $22M in Series A backing from top investors like NFX and Ada Ventures, Gizmo has achieved 10x growth in the past year. We're now positioned to scale from $4M to $25M ARR by 2026 while expanding our market leadership into the US.

About The Role

We're looking for our first Customer Support hire to become the voice of our users and the bridge between our community and product + engineering teams. Working directly with our Founders and Product team, you'll own the entire customer support experience while building the systems and processes that will scale our support function as we grow.

This is a hands-on, high-impact role where you'll spend your days solving user problems, managing support agents, and directly influencing product decisions based on user feedback. You'll be answering emails, managing tickets, and talking to users all day - but you'll also be shaping how a million+ users experience our product.

Responsibilities

• Customer Support: own all customer interactions across Intercom. You'll be responding to user queries, troubleshooting issues, and ensuring every user feels heard and supported.
• Ticketing & Bug Management: develop and manage our support ticketing system, categorise and prioritise user issues, and work closely with engineering to ensure bugs are tracked and resolved quickly.
• User Insights & Reporting: analyse support conversations to identify patterns in user behavior, feature requests, and pain points. You'll create regular reports that directly inform product roadmap decisions.
• Team Building: hire, train, and manage customer support agents as we scale. You'll build the playbooks, processes, and culture that ensure consistent, excellent support at scale.
• Product Partnership: serve as the voice of the customer in product discussions. You'll advocate for user needs and help prioritise features based on real user feedback and support volume trends.

Requirements

• You are genuinely excited about helping users and solving problems - you understand that you'll be answering emails and tickets for most of your day
• You are customer-obsessed with excellent written communication skills 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 some 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 the unique challenges of scaling support
• 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
• The opportunity to be one of the earliest employees in one of the UK’s fastest-growing startups