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:

You’ll join a small, high‑performing Support team that works hand‑in‑hand with Customer Success, Product, Engineering and the wider business to deliver fast, accurate and empathetic help to our users. We are collaborative partners who care deeply about getting to the root of issues, continually improving how things work, and using what we see in Support to inform better product, security and commercial decisions.

We continuously iterate on how we work, from optimising our Intercom setup and automation, to improving our Help Centre and internal knowledge base, to refining our incident and surge playbooks - so that we consistently deliver exceptional value to our users and to the business.

This role:

You’ll join Risk Ledger as our first Support Team Lead, taking ownership of the day‑to‑day performance and long‑term development of a user experience‑centric, proactive Support function. Our product and customer base are growing quickly, and you'll step into a role where you can design and improve how we run Support, not just execute a standard set of tasks.

You’ll have the opportunity to:

• Lead and develop a small Support team, creating the conditions for them to do their best work.
• Own our support SLAs, escalation paths, processes and team rituals, ensuring we provide reliable, high‑quality support as we scale.
• Help shape how we handle surges in demand and how we plan capacity over time, including team development and hiring.
• Work closely with teams across the business on high‑impact initiatives, from AI and automation to Help Centre and internal knowledge improvements.
  
  
  

You will play a pivotal role in making sure our customers get the help they need when they need it, across both day‑to‑day queries and higher‑stakes moments, and in shaping a user experience‑centric, proactive Support journey. You'll be accountable for the operational health of Support and the growth and performance of the team. You'll be the first point of escalation for complex issues, and you'll use data from Support to inform our roadmap, security priorities and go‑to‑market. As a player‑coach in a small team, you'll also pitch in with day‑to‑day work where needed - for example tickets, QA checks, documentation improvements, incident support and surge or rota planning.

You will be the person who brings structure, clarity and leadership to the function. The role complements the team’s existing technical and content expertise, acting as an enabler rather than the primary technical or content IC. You’ll be the voice of Support internally, helping others understand what you’re seeing from customers and what we need to do next.

In the role you will:

Proven experience leading or managing support specialists, including coaching, performance management and career development.

Experience owning support SLAs, queues and/or incident management, and designing or running team rituals.

Strong communication skills and the ability to explain complex issues clearly to both customers and internal stakeholders.

A highly collaborative mindset, you enjoy working with CS, Product, Engineering, RevOps and Sales to deliver the best outcomes for customers and the business.

Comfort with using data in your day‑to‑day work: understanding support ticket trends, what’s driving volume, and how your decisions impact CSAT and efficiency.

A genuine interest in how support, automation and knowledge intersect, and curiosity about new tools and approaches that can improve the experience for both customers and the team.

High EQ and a low‑ego style. You’re happy not to be the deepest technical expert, and instead take pride in creating the environment where specialists can excel.

Salary range

£60,000 - £70,000 GBP

The perks:

• 💰Competitive base salary