At a Glance
- 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 support and drive innovation in customer experience.
- Qualifications: 5+ years managing support teams, experience with SaaS tools, and a customer-first mindset.
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. Since 2005, we've helped organisations achieve their goals through simple, sustainable, and scalable information security. What started as a solution to help UK police forces share sensitive data securely has grown into a global SaaS platform - IO - trusted by thousands of businesses worldwide. We're growing fast, backed by private equity investment and with customers across the UK, Europe, the US, and APAC.
About the role
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 elevate 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.
- 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.
- Experience in using AI tools and automation to improve efficiency in customer support environments.
- Strong understanding of key support metrics (CSAT, FRT, resolution time, backlog, contact/deflection rates) and experience using BI tools or dashboards.
- Ability to design efficient support workflows and lightweight automations across support tools and integrations.
- 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 Eastbourne employer: Job Search Place Limited
At IO, we pride ourselves on being an exceptional employer, offering a dynamic and supportive work environment where innovation thrives. As a Customer Support Lead, you'll have the opportunity to shape a world-class support function while collaborating with talented teams across the globe. With a strong focus on employee growth, smart experimentation, and a commitment to delivering meaningful solutions, you'll be empowered to make a real impact in our fast-paced, scaling organisation.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Lead in Eastbourne
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. It’s all about making connections that can give you an edge.
✨Tip Number 2
Prepare for the interview by researching common customer support scenarios. Think about how you would handle complex issues or improve processes. We want to see your problem-solving skills in action!
✨Tip Number 3
Show off your passion for customer experience! During interviews, share examples of how you've gone above and beyond for customers in the past. This will demonstrate your commitment to delivering exceptional service.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in being part of our team.
We think you need these skills to ace Customer Support Lead in Eastbourne
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Support Lead role. Highlight your experience in managing support teams and any specific achievements that align with our mission at StudySmarter.
Showcase Your Skills:Don’t forget to emphasise your familiarity with support tools like Freshdesk and HubSpot. We want to see how you’ve used these platforms to improve customer support processes in your previous roles.
Demonstrate Your Customer Mindset:We’re all about exceptional customer experiences, so share examples of how you've solved complex customer issues or improved support workflows. This will show us you’re a great fit for our team!
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. It helps us keep track of applications and ensures you don’t miss out on any important updates from us!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Stuff
Make sure you’re well-versed in the company’s mission and values, especially around customer support. Familiarise yourself with their SaaS platform and any recent updates or news. This shows genuine interest and helps you connect your experience to their needs.
✨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 your approach to building a high-performing culture focused on customer satisfaction.
✨Be Ready for Scenario Questions
Expect questions about handling complex customer issues or managing peak demand periods. Think of specific situations where you successfully resolved escalated problems or improved processes. Use the STAR method (Situation, Task, Action, Result) to structure your answers.
✨Emphasise AI and Automation Experience
Since the role involves leveraging AI and automation, be prepared to discuss your experience with these tools. Share examples of how you’ve implemented automation in support workflows and the impact it had on efficiency and customer experience.
