Customer Support Lead, Risk Ledger
£60-70k
+ Generous EMI equity package
2-3 days a week in office (Old Street, London)
Supply chain cybersecurity provider
Be an early applicant
Supply chain cybersecurity provider
21-100 employees
Be an early applicant
£60-70k
+ Generous EMI equity package
2-3 days a week in office (Old Street, London)
21-100 employees
Company mission
Risk Ledger's mission is to secure the global supply chain.
Role
Who you are
- 5+ years of customer support experience, ideally in B2B SaaS, working in a high‑volume environment. Ideally 2+ years spent in a managerial position
- 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
What the job involves
- 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
- 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
- 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
- Lead, coach and support direct reports through regular 1:1s, feedback, performance conversations and development planning
- Own Support SLAs, rota, making sure we consistently meet or exceed our targets and maintain a high quality bar
- Design and run effective team rituals (stand‑ups, retros, reviews) that keep everyone aligned, informed and continuously improving
- Act as the first point of escalation for complex or high‑impact issues, and make clear, timely decisions under pressure
- Act as a player‑coach in a small team when needed
- Partner with the Support Specialists in your team on our support tooling, automation and AI initiatives, as well as on Help Centre and internal knowledge projects, acting as an enabler rather than taking over their work
- Represent Support in cross‑functional forums, feeding customer insight into Product, Engineering, Security, RevOps and CS to shape better solutions and prioritisation
- Contribute to how we evolve the Support function over time - including future hiring, structure, specialisation and ways of working
Salary benchmarks
Our take
Risk Ledger was founded with the goal to shift the way organisations deal with cybersecurity and information management in the supply chain. Through its platform, Risk Ledger is marking a turning point in the process of discovering, measuring and then mitigating security risks for companies, their clients and their suppliers. Risk Ledger is trying to lower the number of data breaches experienced by companies and consumers as a consequence of supply chain attacks on a global level.
According to research, over 60% of organisations have suffered a data breach originating in the supply chain with fines inevitably following. Mainstream risk assurance methods are no longer be able to effectively detect and mitigate the growing risk associated with more complex and more global supply chains. SMEs are also generally less resilient to security attacks than multinational corporations due to smaller budgets and teams; over 50,000 SMEs in the UK could collapse after a successful cyber attack.
Risk Ledger has helped customers collect supplier data up to 70% faster than before and reduced per-supplier costs by up to 90%. Its challenge now is to provide integrations with different tools and, by doing so, turn Risk Ledger into a Security Information and Event Management (SIEM) solution.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
Nov 2023
$8.6m
SERIES A
Oct 2021
$2.9m
SEED
Total funding: $14.1m
Company benefits
- Generous EMI equity package
- Enhanced family (parental) leave - gender-neutral policy, 12 weeks paid leave
- Comprehensive Private Healthcare covering both physical and mental well-being
- 25 days holiday (plus bank holidays!)
- Additional 30 days of unpaid leave per year to use as you wish
- £500 WFH budget
- Flexible hybrid working
Company values
- Communicate
- Always be learning
- Be honest
- Simple is best
- Aim high
- Find solutions, be pragmatic
Company HQ
Shoreditch, London
Articles
Leadership
Haydn Brooks
(CEO)Previously a Consultant in Cyber Security/Risk at KPMG & Deloitte. Also worked as Information Security Manager at Secgate.
Daniel Saul
(CTO)Started Risk Ledger after graduating from UCL, where he studied Electronic Engineering with Computer Science.
Diversity, Equity & Inclusion at Risk Ledger
India Renziehausen (Customer Success Lead)
- We're proud to come from all walks of life
- Continuing to build on strong foundations, each and every person at Risk Ledger consciously and intentionally holds themselves accountable to help create a truly special environment to work in. One where everyone can feel safe and connected to their colleagues.
- A community where you can embrace your authentic self everyday, even the bad or hard ones. Where your uniqueness and diversity of thought - through both career and life experiences - are seen, celebrated and valued.
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