Customer Support Lead

About Kota:

Kota is making insurance and retirement benefits as accessible as modern software. We do this across the Kota Platform - the world’s first fully integrated benefits platform and Kota Embed, our embedded insurance and retirement product for platforms. Our mission is to make insurance and benefits more accessible and delightful to this generation of employees.

Today, we power benefits for hundreds of companies and thousands of employees from some of the most exciting and progressive employers in Europe, like Carwow, Tines, Zoe, Remote, and many more.

Kota was started in 2022 and has raised €20m from Europe’s top technology investors, including Eurazeo, EQT Ventures, Northzone, Frontline, and angels, including Job Van Der Voort of Remote, Romain Huet, formerly of Stripe, now Open AI, and David Clarke, formerly of Workday. The companies our investors have previously backed or built include Spotify, Airbnb, Klarna, Truelayer, Snapchat, Workday, Personio, Workvivo, Pointy, Workable, Wayflyer, and more.able, Wayflyer and more.

Role overview

Unlike rigid structures in larger organisations, this role at a start-up like Kota spans multiple facets of the support journey, offering you the opportunity to have a direct impact on our customers, product, and growth. As our Customer Support Lead, you’ll play a pivotal role in shaping the support experience for both our employer and employee users. You'll start by taking ownership of our support operations in this one-person team and setting up the grounds for growth. In your daily work, you’ll combine strategic thinking with hands-on execution to build scalable operations and high-quality customer interactions.

This role sits at the intersection of multiple functions, relying on a healthy cross-teams collaboration to deliver a seamless customer experience. You’ll collaborate closely with:

• The Customer Success team, owning together the overall customer relationship and experience;

• The Benefits team, particularly on provider-related admin tasks triggered by support queries;

• The Platform Product team, supporting product configurations, reporting bugs, and relaying user feedback on both web and mobile apps.

What you will do

• Manage employer and employee support operations, ensuring prompt and effective resolution of queries across channels (email and chat).

• Configure, maintain, and continuously improve our helpdesk tools, tailoring workflows for efficiency and internal and external user experience.

• Collect, analyse, and report on support metrics, including contact rate, response speed, resolution time, and CSAT, to drive performance improvements.

• Design and refine support workflows and SOPs (some of them involving other teams) that promote efficiency, consistency, and alignment; actively incorporate automation and AI-driven solutions where appropriate.

• Oversee the creation and maintenance of self-service resources, including FAQs, video tutorials, and contextual product tooltips.

• Develop a quality assurance assessment framework to evaluate support interactions and establish a foundation for continuous improvement.

• Define support OKRs and execute performance reviews with data and strategic insight.

• Surface structured and contextualised customer feedback and identify opportunities for product enhancements.

About you

• You have experience building or scaling customer support operations, ideally in a startup or high-growth and constantly evolving environment.

• You enjoy balancing big-picture strategy with day-to-day execution, and you’re excited by the opportunity to shape a function from the ground up.

• You’re hands-on and resourceful. You don’t wait for perfect conditions to act, and you’re known for finding creative solutions with limited resources (yes, you can make omelettes without eggs!).

• You bring a strong sense of ownership and initiative; you’re comfortable making decisions and setting direction in ambiguity.

• You’re empathetic and people-centeric, always looking to improve the experience of both customers and peers. You have a sharp eye for detail and a systems thinker’s mindset, so you’re able to critically think about product and policy changes and foresee their impacts on customers’ experience.

• You’re assertive and clear in your communication (internally and externally) and know how to advocate for the customer.

Our values resonate with you

• Care deeply: Our products are our story, we look at the details, go the extra mile to delight customers

• Integrity: We care deeply about our why and it won’t jeopardise our how

• Fearless: We exist because we decided to say no to the norm – now we do this everyday

• Raise the Bar: We push past good enough—expect more, move faster, and raise the standard

• Ownership: Ask why, do the work, get the data, solve the problem, be an owner

Kota Benefits

• Health Insurance via Kota (€1,600 toward a plan of your choice)

• Workplace Pension with matched contributions up to 5% via Kota

• WFH stipend to support your home office needs

• Generous Paid Time Off - work hard and take the time you need

• Annual company-wide offsite and dedicated team offsite

We are an equal opportunity employer and value diversity at our company. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.