Customer Support Lead

About us

Risk Ledger is developing a network of connected organisations, all working together to defend against cybersecurity attacks in the supply chain.

Organisations rely on us to establish trust, through sharing their security maturity and visualising the risks posed by their supply chain ecosystem. And we’re already trusted by customers like ASOS, British Airways, BAE Systems and the NHS.

We are putting together an amazing and talented team from a diverse set of backgrounds and skillsets to drive us towards our vision. Risk Ledger is built on the respect we have for one another and our users, united by our shared values and mission.

Every one of us is still learning: it’s how we grow as individuals. We’re curious. We’re ambitious. And we’re humble and honest. At Risk Ledger, we aim high to find the best solutions we can and always put our users first.

 

This Team:

Support at Risk Ledger is more than reactive ticket handling. We are the front line of customer trust, product insight and operational resilience.

As we enter the next stage of growth and expand across the UK and US, Support must evolve into a digitally enabled, insight-driven function that:

• Delivers consistently high-quality, reliable customer experiences
• Scales efficiently without linear headcount growth
• Drives structured product feedback and risk visibility
• Enables customers through self-service and automation

You’ll join a small, high-performing team working closely with Customer Success, Product, Engineering and Security. Together, we ensure that Support is not just responsive - but strategic.

The Role:

You’ll join as our first Support Team Lead, responsible for both the operational excellence of today and the scalable support model of tomorrow.

This is a player-coach leadership role in a growing B2B SaaS business. You will:

• Lead and develop a high-performing Support team
• Own the operational health of Support (SLAs, escalations, quality)
• Design and execute a digital-first, self-service support strategy
• Build the systems, structure and insights required to scale sustainably

You will be accountable not just for performance metrics, but for evolving Support into a function that scales efficiently as we grow the organisation and expand in the US market.

What You’ll Be Responsible For:

Operational Excellence & Reliability:

• Own Support SLAs, incident management and escalation frameworks
• Ensure consistent quality and responsiveness across UK, EU & US customers
• Define clear service tiers and support pathways as we grow
• Maintain high CSAT while improving efficiency metrics
• Lead surge planning and capacity modelling

You’ll ensure Support is dependable, structured and resilient.

Digital-First & Self-Service Strategy:

A core part of this role is evolving us toward a scalable, self-enablement model.

You will:

• Define and execute our self-service and deflection strategy
• Improve and expand our Help Centre into a best-in-class knowledge hub
• Increase automation and AI-assisted workflows within Intercom
• Establish and track metrics such as:
  • Ticket deflection rate
  • Automation rate
  • First-contact resolution
  • Cost per ticket
• Reduce repetitive inbound through structured knowledge and tooling improvements

Your goal: scale support volume without scaling headcount linearly.

Support as Strategic Insight Engine:

Support sits at the intersection of product usage, customer friction and commercial risk.

You will:

• Build structured Voice of Customer reporting
• Identify recurring friction patterns and systemic issues
• Feed prioritised insights into Product, Security and GTM
• Establish regular reporting cadence to leadership
• Surface early indicators of churn or adoption risk

Support should become a leading indicator function - not just a reactive one.

Team Leadership & Capability Building:

• Coach and develop direct reports through structured 1:1s and growth planning
• Establish quality standards and QA frameworks
• Build hiring plans aligned to our long-term growth ambition
• Help shape the future structure of the Support function (specialisation, tiers, US coverage)

You’ll create an environment where specialists can excel and grow.

Scalable Support Operating Model:

As we grow toward a scaled and a larger enterprise footprint, you will help design:

• Our future-state Support org structure
• Tiered support pathways (where appropriate)
• Clear ownership boundaries across Support, CS and Product
• Proactive support motions (education, enablement, usage nudges)
• Enterprise-ready incident and communication protocols

You will help answer: “What does Support look like at 3–5x our current scale?”

You’ll Likely Have:

• 5+ years in B2B SaaS Support, ideally in a scaling environment
• 2+ years leading or building Support teams
• Experience with scaling support strategically, in a high-growth business
• Demonstrated experience implementing automation or AI in support workflows
• Experience improving self-service, knowledge systems or deflection rates
• Strong comfort with data and performance metrics
• Experience partnering cross-functionally with Product and CS
• Ability to balance hands-on execution with systems-level thinking
• A strong strategic and commercial mindset that sees Support as a revenue enabler & driver

What Success Looks Like (12–24 Months):

• SLAs consistently met or exceeded across UK & US
• Improved CSAT alongside improved efficiency
• Measurable increase in self-service adoption and ticket deflection
• Clear Voice of Customer reporting embedded in leadership forums
• Defined scalable support structure for the next stage of growth
• Reduced operational fragility during surges or incidents

 

The perks:

• 💰Competitive base salary
• 📈Generous EMI equity package
• 👌Private pension
• ✈️25 days annual leave + bank holidays
• 🏖Additional 30 days of unpaid leave per year to use as you wish
• 🎆Ad-hoc companywide time off - last year we gave everyone 'rest leave' in August and over the festive period
• 🏥Private healthcare with AXA Insurance - including enhanced mental wellbeing coverage
• 🏠Hybrid working policy, typically 2-3 days in the office
• 👶Enhanced family (parental) leave - gender-neutral policy, 12 weeks paid leave
• 👪5 days Caretaker's leave
• 😷Enhanced occupational sick pay
• 💻£500 WFH budget
• 📚All the learning resources and books you want to aid in your personal development
• 🎉 Regular socials to unwind and have some fun