At Elvis Eckardt Recruitment & Sales Solutions Limited, we're not just your average recruiters or HR professionals.
We're a team driven by passion, committed to revolutionizing the way you experience recruitment and HR.
With over a decade of hands-on experience, we've honed our craft and specialize in delivering exceptional Recruitment and HR Solutions to SMEs, Start-Ups, and even the industry giants like the Big Four.
Our journey started from the ground up, and that's what makes us stand out – we're a bootstrapped endeavour that's all about connecting with businesses and candidates alike on a personal level.
We understand that one size doesn't fit all. That's why our approach to recruitment goes beyond the mundane.
Our aim is simple, yet profound – to exceed your expectations and create tailor-made, practical, and memorable experiences for you, whether you're a client looking for the perfect addition to your team, a candidate seeking the next big opportunity, or a partner sharing our vision.
At the heart of our mission is the drive to add real value to your operations. We're not here to simply provide solutions; we're here to optimize your entire Recruitment and sales processes, helping you achieve your goals more effectively.
Whether you're curious and want to learn more, need help finding exceptional freelancers, require headhunting expertise, or are looking for executive search services, our comprehensive Service Portfolio is just a few clicks away here on our website.
The Role
Position: Customer Support Lead (Zendesk Experience)
Location: Manchester
We’re looking for a strategic and hands-on Customer Support Lead to take full ownership of the support function at a growing tech company in the secure messaging and fintech space.
This role is ideal for someone who’s not only experienced in frontline customer support but also knows how to scale support operations through smart tooling, AI integration, and killer content—without hiring a big team.
What You'll Be Doing
* Own and manage the full customer support lifecycle
* Configure and optimize Zendesk as the core support platform
* Develop high-impact support content, from concise help articles to engaging video guides
* Leverage AI features and auto-responses within Zendesk to deflect tickets and drive resolution
* Coordinate a small virtual support team (2 CSMs who dedicate 1–3 hours per week to ticket support )
* Monitor trends and continuously refine the support experience
* Aim to minimize human support touchpoints through scalable solutions
The Mission
The goal is simple: keep support lean, smart, and scalable. This isn’t about growing a large team—it’s about making one incredible person the brains behind a next-gen support function.
Ideal Profile
What We're Looking For
* Zendesk pro: You know how to get the most out of it, including workflows, macros, triggers, and AI capabilities
* Strong background in content creation for customer support: self-help articles, video tutorials, etc.
* Experience using AI/automated tooling to reduce support volume is a massive plus
* Leadership skills to run and support a fractional virtual support team
* A mindset focused on efficiency, scalability, and customer satisfaction
What's on Offer?
* Opportunity within a company with a solid track record of performance
* Leadership Role
* Fantastic work culture