About the Customer Support Lead

We are looking for a bright Customer Support Lead to provide enterprise-level support to our customers. As a Customer Support Lead you will have first-class problem-solving skills, great client-facing skills, and outstanding written and verbal communication skills. A background in a customer-facing help desk environment (ideally or tech or health tech) is a must.

Customer Support Lead Responsibilities

  • Take ownership of customer issues reported and see problems through to resolution
  • Design and implement processes to ensure as efficient operations as possible
  • Be responsible for the day to day running of the support team including the scheduling and allocation of work
  • Take responsibility for the administration of critical systems and tools
  • Study, diagnose, troubleshoot and recognize solutions to solve customer issues
  • Follow standard methods for quick and efficient escalation of unsolved issues to the appropriate internal teams
  • Provide timely and detailed feedback to customers
  • Ensure proper recording and closure of all issues
  • Prepare accurate and timely reports to the wider business

Customer Support Lead Requirements

  • 3 years proven experience in Customer Support
  • An interest in software development would be desirable as would some exposure to Typescript and Javascript. (Training and support would be available if this is of interest.)
  • A desire to manage, grow and mentor a support team within a customer-facing helpdesk environment
  • A level of technical understanding of what operating a high-quality customer support team involves within a critical industry
  • Excellent communication skills with experience of forming exceptional relationships with customers and senior stakeholders
  • Prior knowledge of completing service reviews both remotely and face to face
  • A strong positive can-do attitude with a desire to learn new skills and knowledge quickly


Competitive Salary range depending on experience.

The minimum holiday requirement is just a start point. We know time off is important, so we have 25 days, plus bank holidays and one extra for your birthday!

We also have a range of benefits on our personalised platform including;

Money Management – we care about your future and therefore provide pension and financial support and retail discounts.

Health & Wellbeing – we all know fresh air and talking more often helps us. So, get on your bike with our cycle to work scheme, support your mental health by talking to Togetherall and look after your health with GP access through Doctorline.

Career Development – you're joining us not just for the now but for the future. Our in-house career coaching will help you carve out that career path and build on your skills. We want you to excel in the right role.

Car Salary Sacrifice - Go greener with EV as one of the options. Happier Planet!

How We Hire

We don't make it complicated;

  1. Apply with your CV - showcase your relevant experience and let us know how great you are.
  2. Interview - come prepared, ask questions. It's about finding out from both sides if there's a match.
  3. Decision - if you are excited about what you hear and we feel there's a strong alignment, we will officially send you an offer to join the Alertive mission.

Our Location

Alertive is headquartered in central Derby, out of CuboWork offices.

The Customer Support Lead will ideally be located in Sheffield, East and West Midlands with the ability to travel to Derby when required.

Our Values

Sustaining a positive, engaging culture is key for our people. Collectively we are driving forward to make an impact on the future of healthcare delivery. Throughout the journey these are our values that drive us;

Clear Communication is essential to be understood.

Humility is a willingness to listen and learn which leads to respectful relationships.

Diversity of strengths, ideas and backgrounds brings about the best results.

Resilience leads to achieving what is worthwhile.

Innovation Partners means we move forward together.

Check out life at Alertive and our up-to-date news on our page. LinkedIn.

We believe diverse perspectives, backgrounds, and skills make a better company. We’re keen to recruit people from a range of backgrounds regardless of age, disability, gender, sexual orientation, parental status, race or religion.

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