Customer Support Team Lead

Axo Longevity is a preventive health membership. It was built to help people understand what's happening inside their body before symptoms appear. Members get two blood panels a year, each covering more than 100 biomarkers, along with an Axo Health Score, a biological age estimate and personalised health plans.
We operate in the UK, Ireland, Spain, Germany, the Netherlands and Peru, supported by more than 1,400 lab locations through certified partners, with over 19,000 people on our waitlist. In September ** we closed an oversubscribed $5M seed round, and we're using it to grow our lab network, build out our AI health copilot and wearable integrations, and expand into the Nordics, Italy and Portugal.
As we grow into new countries, the member experience has to scale with us. That's where you come in.
About Axo Longevity
Axo Longevity is a preventive health membership. It was built to help people understand what's happening inside their body before symptoms appear. Members get two blood panels a year, each covering more than 100 biomarkers, along with an Axo Health Score, a biological age estimate and personalised health plans.
We operate in the UK, Ireland, Spain, Germany, the Netherlands and Peru, supported by more than 1,400 lab locations through certified partners, with over 19,000 people on our waitlist. In September ** we closed an oversubscribed $5M seed round, and we're using it to grow our lab network, build out our AI health copilot and wearable integrations, and expand into the Nordics, Italy and Portugal.
As we grow into new countries, the member experience has to scale with us. That's where you come in.
The role
You'll be fully responsible for Axo's customer support function across all our markets. You'll lead the team, own our support systems and tools, and report directly to management on how members are being served. We plan to scale this business 20x in the next year, and support has to scale with it without breaking. You'll build the team, processes and systems that make that possible.
This is a player-coach role. You'll set strategy and lead the team, and you'll also step into the queue, take escalations and personally look after our most important members when it matters.
What you'll do
Take full responsibility for team management, including hiring, onboarding, coaching, performance and scheduling across markets and time zones
Build reporting dashboards on response times, resolution, CSAT, contact drivers, refunds and retention signals, and present insights and recommendations to management regularly
Own refunds and reimbursements end to end, including policies, approvals, edge cases and financial tracking
Design and deliver VIP member treatment so our highest-value members and key accounts get a premium experience
Own Intercom completely, including setup, workflows, routing, help center and reporting, and keep upgrading the system with new features, automations and AI
Write clear working procedures for the support function, and make sure your team documents SOPs for every recurring process
Prepare support for new market launches, including localized processes, content and staffing
Turn member feedback into clear insights for product, ops and growth, and push for root-cause fixes
Who you are
Axo is a fast-growing startup, not a comfortable corporate job. The pace is intense, the work is hard, and much of what you'll build doesn't exist yet. You'll thrive here if:
You have big ambitions and want to grow alongside a company scaling 20x in a year
You have a curious mind and constantly ask why something happens and how it could work better
You're a natural problem solver who brings solutions, not just problems
You're proactive and spot what needs doing before anyone asks
You own outcomes completely, for your team, your members and your results
You're comfortable with ambiguity and do your best work when priorities shift and the playbook is still being written
You bring energy and drive, and you're eager to take on the challenge of scaling this business
What you bring
Must-haves
5+ years of experience, ideally spanning customer support, sales and key account management
Proven experience managing teams, including hiring, coaching, performance management and building processes
Experience working across multiple markets or regions
Native or fluent Spanish and English, written and spoken
Strong command of leading CRM platforms such as HubSpot, Salesforce, Attio, Pipedrive or Zendesk
Based in or able to work within CET ±2 hours
Strong preference
Deep hands-on experience with Intercom, ideally including setting up or scaling it for a team
Nice-to-haves
Background in health, wellness, healthtech or subscription businesses
Experience at an early-stage or fast-scaling startup
Comfort with AI tools and automation, such as Claude Cowork