Elliptic on cord

Elliptic

Technical Customer Support Lead

External position
London, UK
Hiring internally for Elliptic?
Blockchain · RegTech · Data
Detect And Prevent Criminal Activity In Cryptocurrency
Active
over 6 months ago
Posted
a week ago
Checked
cord regularly checks that external positions are still open
2 days ago

Skills & Experience

Job roles: CSM/Account Manager
Experience level: Lead
Core skills considered: Customer support, Escalations handling
Other skills considered: Technical support

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

As Technical Customer Support Lead based out of our London office, you'll run the TCS team day to day. That means setting the AI automation roadmap and personally driving at least one automation project from idea to production, building the career framework the team is levelled against, and owning the feedback loop back into Engineering on anything that touches support. You'll be the person executives and customers turn to when something P1 or exec-visible needs managing, and the main link between TCS and Engineering on product direction.


What you will do daily:

  • Run the team day to day: queue health, SLAs, and the follow-the-sun coverage model across four hubs.
  • Own executive-level and major-incident escalations, managing customer communication while Engineering fixes the underlying issue.
  • Review product requirements for anything that touches support, and flag deployments that could affect customers before they ship.
  • Own the AI automation roadmap, career frameworks and SOPs for the team.
  • Hire and grow the team, mentor and coach team members on both technical troubleshooting and their career growth, and own the knowledge base as a durable asset rather than a side project.
  • Work with the team to turn recurring incident types into self-service using AI and other tooling, and keep an eye on whether people actually use it.
  • Advocate for customer needs at the leadership table, turning what you're seeing in escalations into specific asks for the product roadmap.
  • Step in personally on the toughest API escalations when a customer's web or mobile build needs senior technical guidance.

What you will achieve in the first 6 months:

  • Have a documented, working escalation and RACI model the team is actually using, not just a page nobody opens.
  • Run at least one executive-level incident end to end, from first contact through customer communication to resolution.
  • Ship and measure at least one AI-driven automation project that visibly cuts routine incident volume, agreed and prioritised with the team.

You will be a great fit here if you:

  • Have led a technical support or customer-facing engineering team through real growth, not just steady state.
  • Are as comfortable in an executive incident call as you are reviewing a PRD.
  • Build process because it removes friction for your team, not because process is the point.
  • Care about AI, and have a clear point of view on how advanced systems should be built responsibly.
  • Stay technically sharp yourself: seek out the hardest escalations instead of only managing from a distance.
  • Use AI coding assistants like Copilot, Cursor, or Claude critically and effectively as part of your day-to-day workflow, not just as a novelty.
  • Firmly believe diverse and empowered teams make us stronger as individuals, as a team, and as a business.

Our ideal candidate has:

  • 5+ years in technical support, technical account management, or engineering, with 2+ years directly managing people.
  • A track record of building or scaling a support function, ideally in a regulated or high-stakes environment.
  • Demonstrated ability to mentor and coach team members, not just manage their output.
  • Comfort reading PRDs and giving product feedback that engineers actually act on.
  • Experience with the same technical surface the team works in daily: APIs, Datadog/Kibana, SQL, and workflow automation tooling.
  • Experience with AI/ML or enterprise B2B SaaS, including having led or closely supported an automation project from pilot to production.
  • Enough practical fluency in prompt design, structured outputs, and LLM evaluation to sponsor the team's AI work and judge when it's ready to ship - you don't need to have built the eval harness yourself, but you should know what a credible one looks like.
  • Familiarity with observability tooling, automation frameworks, and CI/CD pipelines, enough to have an informed view on what the team should build versus buy.
  • Genuine interest in crypto and blockchain, and in the compliance landscape it operates in.

Company Benefits

  • Share Options
  • Holiday - 25 days + public holidays
  • Enjoy your birthday off work
  • Elliptic Sabbatical: enjoy up to 3 months off after being with us for 4 years (of which 1 month is full paid)
  • Private Health Insurance - we use Vitality!
  • Work Pension Scheme
  • Quarterly full-day off-sites&annual company 3-day offsite
  • $1000 Personal training budget&LinkedIn Learning subscription
  • £500 Home office allowance
  • Enhanced parental leave; we provide eligible employees, regardless of gender or whether they become a parent by birth or adoption, 16 weeks fully-paid leave and job-protected leave
  • Full access to Spill Mental Health Support
  • Our offices provide all of the amenities you could need
  • Work with top of the range equipment - MacBook Pro and any other equipment you need
                      We know Diversity and Inclusion is much deeper than just hiring, but it’s important for us to mention it here. We welcome and embrace individuals of all backgrounds and identities at Elliptic, and this is an ongoing priority for us. We know incredible people don’t all think in the same way. We want to be challenged every day. We believe our diverse team of individuals underpins this by bringing creative thinking and innovation to Elliptic every day. We are committed to creating a diverse, inclusive and equitable workplace, so we welcome applications from everyone, even if you may not think you fit all of the requirements of our roles. We foster an environment of psychological safety, where everyone feels comfortable to bring their whole self to work.
                      Technical Customer Support Lead at Elliptic
                      Position posted a week ago

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                      Starling Bank on cord

                      Starling Bank

                      Full Stack Engineer (ML Ops)

                      London, UK
                      FinTech · Banking · Finance
                      A better bank for everyone
                      Active
                      over 6 months ago
                      Responds to
                      0% of requests
                      Responds in
                      1h 55m
                      Requests
                      7 pending

                      Skills & Experience

                      Job roles: Full Stack
                      Experience level: Mid, Senior
                      Core skills considered: Java, React, Redux, AWS, JavaScript

                      Logistics

                      Base salary: £70K - £110K
                      Employment type: Permanent
                      Remote working: Hybrid (up to 2 remote days p/w)
                      Visa sponsorship: Not available

                      Job Description

                      Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

                      Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

                      We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

                      Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

                      The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

                      Hybrid Working

                      We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

                      Our Data Environment

                      Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

                      We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

                      Requirements

                      We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

                      We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

                      • Design REST apis.
                      • Code backend services, ideally using Java, or another other server side compiled language.
                      • Develop modern front ends, ideally using React and Redux.
                      • Get their code into the cloud and support it there, ideally on AWS.
                      • Believe in clean coding, simple solutions, automated testing and continuous deployment.
                      • Like to take ownership of a feature from the original idea through to live.
                      • Think (like us) that a small number of empowered developers is the right way to deliver software.

                      Company Benefits

                      • 33 days holiday (including flexible bank holidays)
                      • An extra day’s holiday for your birthday
                      • 16 hours paid volunteering time a year
                      • Part-time and/or flexible hours available for most roles
                      • Salary sacrifice, company enhanced pension scheme
                      • Life insurance at 4x your salary
                      • Hybrid/remote working
                      • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
                      • Generous family-friendly policies
                      • Varied social groups set up and run by our employees
                      • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
                      • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

                      Full details are available on our careers site

                      Interview Process

                      Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

                      • Stage 1 - 30 mins with one of the team
                      • Stage 2 - Take home challenge
                      • Stage 3 - 90 mins technical interview with two team members
                      • Stage 3 - 45 min final with an executive and a member of the people team
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