We strongly encourage applications from people of colour, the LGBTQ+ community, people with disabilities, neurodivergent people, parents, carers, and people from lower socio-economic backgrounds.
If there’s anything we can do to accommodate your specific situation, please let us know.
About Cleo
Most people come to Cleo to do work that matters. Every day, we empower people to build a life beyond their next paycheck, building a beloved AI that enables you to forge your own path toward financial well-being.
Backed by some of the most well-known investors in tech, we’ve reached over 5 million users and plan to double that number each year... which is where you come in.
About The Role
Reporting to the Head of Customer Success, the Customer Support Lead - AI will be responsible for leading and growing both internal and external teams focused on data labelling, driving our best-in-class classifier systems at the core of our in-app chat experience.
What you’ll be doing
- You’ll organise and motivate a large internal team of Customer Champs with a focus on annotation work
- You’ll hold large external teams (think CloudFactory, Scale) to quality- and speed- standards
- You’ll line-manage the team and drive performance metrics, ensuring high-quality labelling
- You’ll have a strategic relationship with our Data Scientists and work collaboratively on OKRs for the team, tweaking daily operations appropriately
- You’ll build and maintain training documentation
- You’ll forecast hiring needs based on volume requirements
- You’ll build and optimise a quality assurance process
- You’ll contribute to the broader goals of the CS Leads team
About you
We’re looking for a Customer Support Lead - AI with exceptional leadership skills, who can strategically drive our growth in all things Annotations and Data Labelling.
- You have experience leading a Customer Success team, or a team of individuals focused on data labelling and annotations
- You have a deep interest in AI, and have ideally worked in the context of AI before
- You’re strategic, and have track-record of driving performance in a high-growth environment
- You have great people skills and know how to motivate your team
- Nice to have: SQL
What do you get for all your hard work?
- A competitive compensation package (base + equity) with biannual performance reviews. You can view our public progression framework and salary bandings here: https://cleo-ai.progressionapp.com/ - This position is a C3 to C4-equivalent, and please note that we can pay up to around £50k p.a depending on experience.
- Work at one of the fastest-growing tech startups, backed by top VC firms like Sofina, Balderton & EQT Ventures.
- A clear progression plan. We want you to keep growing. That means trying new things, leading others, challenging the status quo and owning your impact. Always with our complete support.
- Flexibility: We work to live, we don’t live to work. Cleo works with everyone on our team to ensure that they have the balance they need to reach their full potential.
- Work where you work best. We’re a globally distributed team. If you live in London we have a hybrid approach, we’d love for you to spend 2-3 days a week in our beautiful office.
- Other benefits;
- 25 days annual leave a year + public holidays (+ an additional day for every year you spend at Cleo)
- Check out our new benefits package here: https://web.meetcleo.com/blog/big-benefits-energy-the-latest-cleo-employee-benefits
- 6% employer-matched pension in the UK
- Private Medical Insurance, Health Cash Plan, Income Protection, and Life Assurance
- 2 months paid sabbatical after 4 years at Cleo!
- Early finish every Friday
- Regular socials and activities, online and in-person
- We'll pay for your OpenAI subscription
- Online mental health support via Spill
- And many more!