CS Lead - AI

Key Skills

Aartificial intelligence, Data science techniques, Leadership Skill, Optimization, SQL, Teamwork

Job Description

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 CS3 to CS4-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

Performance reviews every 6 months,

Generous pay increases for high performers

Discretionary cash bonuses for high-growth team members

Equity top ups for team members getting promoted

Private Medical Insurance via Vitality, dental cover, and life assurance

Enhanced parental leave

1 month paid sabbatical after 4 years at Cleo

Regular socials and activities, online and in-person

We'll pay for your OpenAI subscription

Online mental health support via Spill

And many more!