Customer Support Lead

We are looking for a Customer Support Lead to evolve our customer support capability as we continue to scale.

Help us scale smarter, faster, and with purpose

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, we're expanding our team and doubling down on our mission: to set the standard for information security management and deliver compliance confidence through our exceptional people, process, and platform.

That's where you come in.

About the role

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.