Support Operations Lead

Support Operations Lead

Join us at a pivotal moment in Quorso's growth, helping us scale the way we support some of the world's largest and most respected retailers. You'll be the owner of the end-to-end Customer Request Lifecycle, ensuring that every request - whether it's a help query, configuration, bug, data, access or feature request - flows through a consistent, efficient and transparent process.

This is a hands-on, high-impact role in a fast-paced scale-up. You'll combine day-to-day delivery with building the systems, processes and team that allow Quorso to deliver outstanding customer support as we grow. Alongside leading Support, you will also own CX Ops, working cross-functionally to shape how we manage, track and continuously improve customer interactions.

About Quorso

Quorso is one of Retail's most exciting tech startups. Our intelligent management platform translates terabytes of data into smart, personalised daily work for some of the world's largest global retailers across over 60k stores.

The Opportunity

As Support Operations Lead, you will:

• Lead and develop the Support function as Quorso scales, ensuring fast, empathetic and accurate resolution of customer issues.
• Own the Customer Request Lifecycle across Support, Product, CS and Implementation, creating clarity and consistency for both clients and internal teams.
• Build the processes, tooling and reporting that allow us to scale support efficiently, including Jira Service Management, Confluence, automation and AI features.
• Partner with Product, Implementation and Engineering to triage, prioritise and communicate requests effectively.
• Track, analyse and report on request trends, SLAs, and customer feedback, driving continuous improvement.
• Play a hands-on role in early stages, handling requests directly to understand pain points and design better processes.
• Represent Quorso externally through excellent client communications, ensuring every interaction reflects our values.

What You Will Bring

• 5+ years' experience in Support / CX roles in SaaS, with a proven track record of building and refining processes.
• Hands-on expertise with Jira Service Management, Confluence and related tooling.
• Strong analytical skills, with the ability to interpret data and use insights to improve performance.
• The ability to influence and align diverse groups across Product, CS, Implementation and Engineering.
• A bias for action and comfort with rolling up your sleeves to get things done.
• Customer empathy combined with operational discipline - able to balance experience with efficiency.
• Drive, self-direction and an entrepreneurial mindset.

Why Join Us

• Help create the category and define the future of Intelligent Management.
• Build a Support function that directly shapes customer success at scale.
• Be part of a high-growth SaaS scale-up where your ideas will have real impact.
• Collaborate with a high-calibre, passionate, inclusive and ambitious team in our Central London office (expectation to be in 2-3 days per week)

Inclusion Matters

We are an inclusive team, and we welcome people of different backgrounds, experiences, abilities and perspectives. We are an equal opportunity employer.