Customer Delivery Team Leader (AI)

Location: Wallingford, Oxfordshire, UK

Company

hirify.global, through Jonas Event Technology and Dataflow Events, provides event registration services, software solutions, delegate management, and ticketing for trade exhibitions, consumer events, and conferences.

What you will do

• Lead the Customer Delivery Team across customer support, digital systems, and business administration.
• Manage shared support-ticket queues and confirmed-event deliverables, including forms, email broadcasts, data uploads, and badge design.
• Own escalations for complex or high-risk customer issues and maintain agreed backlog levels.
• Identify, trial, and embed AI tools and agents into support and Forms/DST workflows.
• Review workload allocation between people and AI, prioritising complex, high-value, and relationship-sensitive work.
• Report on response times, ticket volume, task completion, backlog, billability, and utilisation to the Managing Director.

Requirements

• Experience leading a customer support, service delivery, or operations team, ideally in a queue- or ticket-based environment.
• Demonstrated interest in or experience applying AI and automation tools to operational workflows.
• Strong organisational, prioritisation, communication, and analytical skills.
• Experience with support or ticketing tools and managing concurrent tickets, tasks, and team capacity.
• Ability to line-manage a small multidisciplinary team and work autonomously while reporting to the Managing Director.
• Numeracy and an understanding of P&L and revenue recognition are advantageous.

Culture & Benefits

• Full-time regular employment with 37.5 scheduled weekly hours.
• Focus on customer service excellence, collaboration, continuous improvement, and operational performance.
• Opportunity to improve delivery operations through AI, automation, and data-driven workload management.
• Work closely with Customer Success Managers, Account Directors, and the Managing Director.
• Jonas Software supports more than 60,000 customers in over 30 countries through a network of established software brands.