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- Tasks: Lead a team to enhance customer support and resolve complex issues.
- Company: Fast-growing SaaS company focused on information security.
- Benefits: Collaborative culture, career growth, and the chance to make a real impact.
- Other info: Dynamic environment with opportunities for AI integration and global collaboration.
- Why this job: Join us to shape world-class customer support and drive innovation.
- Qualifications: 5+ years in support management, experience with SaaS tools, and strong communication skills.
The predicted salary is between 50000 - 60000 £ per year.
We are looking for a Customer Support Lead to evolve our customer support capability as we continue to scale globally. This is a player-manager role responsible for managing a team of Customer Support Executives while remaining actively involved in resolving customer issues, improving processes and enhancing the overall support experience. This role will help IO build a world-class support function that becomes a genuine competitive advantage.
You will work closely with Customer Success, Product and Engineering teams to ensure issues are resolved quickly and product improvements are informed by real customer feedback. The role will also identify opportunities to leverage AI and automation to improve support efficiency and scalability.
What you’ll be doing:
- Manage and support a team of three Customer Support Executives, providing coaching, direction and clear priorities.
- Develop a high-performing support culture focused on responsiveness, problem-solving and customer satisfaction.
- Actively handle complex or escalated customer support issues.
- Support the team during peak demand periods and ensure consistent response quality.
- Customer Experience Excellence: Identify ways to improve the IO support experience to deliver truly exceptional service. Define support standards, processes and performance metrics.
- Cross-Functional Collaboration: Work closely with Customer Success, Product and Engineering teams to resolve customer issues and escalate technical challenges when needed. Ensure insights from support interactions inform product improvements.
- Customer Feedback Ownership: Act as the focal point for customer feedback gathered through support interactions. Identify trends in support tickets and provide insights to leadership and product teams.
- AI & Automation in Support: Identify and implement opportunities to use AI and automation within support workflows and the IO platform. Examples include automated ticket routing, AI-assisted responses and knowledge base improvements.
- Systems & Tools: Manage and optimise support tooling including Freshdesk and HubSpot. Ensure strong ticket management workflows, reporting and knowledge base management.
- Global Support Coordination: Collaborate with Customer Success Managers in APAC who provide support coverage for customers in the region. Ensure consistent processes and service standards globally.
- Process Documentation: Document all support processes, procedures and workflows. Build and maintain a comprehensive internal knowledge base.
What you bring:
- Must-haves: At least 5 years’ experience in managing support teams, preferably within SaaS environments, with experience of setting the strategic direction of the function and improving operational support processes.
- Systems Experience: Experience using support and CRM tools such as Freshdesk, HubSpot or similar platforms, including automations, SLAs, routing, macros, and escalation workflows. Familiarity with common B2B SaaS admin topics such as SSO, permissions, and basic networking/security concepts.
- AI & Automation: Experience in using AI tools and automation to improve efficiency in customer support environments.
- Support analytics & reporting: Strong understanding of key support metrics (CSAT, FRT, resolution time, backlog, contact/deflection rates) and experience using BI tools or dashboards.
- Workflow automation & tooling: Ability to design efficient support workflows and lightweight automations across support tools and integrations.
- Customer Mindset: Strong focus on delivering exceptional customer experience and solving customer problems effectively. Strong communication skills and ability to collaborate across Customer Success, Product and Engineering teams.
Why you’ll love it here:
- A fast-paced, growing business where you can move quickly and make a real difference.
- A team that values collaboration, ownership, and smart experimentation.
- A product that solves meaningful problems and gets real results for customers.
- A supportive environment where you’ll be trusted to lead and encouraged to grow.
Apply today and be part of something exceptional — we can’t wait to meet you.
Customer Support Lead in Brighton employer: Information Security Management System
Contact Detail:
Information Security Management System Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Lead in Brighton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and services, especially how they relate to customer support. This will help you tailor your answers and show you're genuinely interested.
✨Tip Number 3
Practice common interview questions with a friend or in front of a mirror. Focus on your experience managing support teams and how you've improved processes in the past. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining our team and contributing to our mission.
We think you need these skills to ace Customer Support Lead in Brighton
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in managing support teams, especially in SaaS environments. We want to see how your skills align with our mission to deliver exceptional customer support.
Showcase Your Problem-Solving Skills: In your application, share specific examples of how you've tackled complex customer issues in the past. We love seeing candidates who can demonstrate their ability to think on their feet and improve processes.
Highlight Your Tech Savvy: Mention any experience you have with support tools like Freshdesk or HubSpot, as well as your familiarity with AI and automation in customer support. This will show us that you're ready to help us scale smarter and faster.
Apply Through Our Website: We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Information Security Management System
✨Know Your Stuff
Before the interview, make sure you’re familiar with the company’s products and services, especially their customer support processes. Understand how they use tools like Freshdesk and HubSpot, and be ready to discuss your experience with these or similar platforms.
✨Showcase Your Leadership Skills
As a Customer Support Lead, you’ll need to manage a team effectively. Prepare examples of how you’ve coached and developed team members in the past. Highlight any strategies you’ve implemented to improve team performance and customer satisfaction.
✨Be Ready for Scenario Questions
Expect questions that assess your problem-solving skills. Think of specific instances where you handled complex customer issues or escalated situations. Use the STAR method (Situation, Task, Action, Result) to structure your responses clearly.
✨Emphasise Collaboration
This role requires working closely with various teams. Be prepared to discuss how you’ve collaborated with product and engineering teams in the past. Share examples of how you’ve used customer feedback to drive product improvements and enhance the overall support experience.