Customer Support Lead, Risk Ledger
£60-80k
+ Generous EMI equity package
2-3 days a week in office (Old Street, London)
Supply chain cybersecurity provider
Job no longer available
Supply chain cybersecurity provider
21-100 employees
Job no longer available
£60-80k
+ 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 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 the job involves
- 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
- 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
- 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?”
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
$8.5m
SERIES A
Oct 2021
$2.9m
SEED
Total funding: $13.8m
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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