Customer Support Lead

Security Blue Team; Greater London; On-site; GBP 40,000 - 55,000; Full time

Job summary

A cybersecurity training company in Greater London is seeking an experienced Customer Support Lead to manage their support team and ensure high-quality customer experiences. The ideal candidate will have over 3 years of support experience, with a minimum of 1 year in a leadership role. Responsibilities include team coaching, overseeing operations in Zendesk, and collaborating with various departments to improve service quality.

Qualifications

• 3+ years of experience in customer support or technical support.
• At least 1 year in a leadership or supervisory position.
• Experience in education or cybersecurity environments is a plus.

Responsibilities

• Lead and develop the Customer Support team through regular coaching.
• Oversee daily operations in support platforms, ensuring targets are met.
• Collaborate with teams to improve customer experience and resolve issues.

Skills

Leadership and team management

Customer support knowledge

Strong communication skills

Problem-solving abilities

Data analysis

Collaboration

Tools

Zendesk

Discord

Live chat platforms

Job description

We are looking for a confident and motivated Customer Support Lead to oversee our support team and ensure customers receive timely, high-quality help across all channels. You'll manage the day-to-day operations, coach and develop team members, and ensure we deliver a consistent, excellent support experience. This role combines people management, process improvement, and operational leadership. You'll work closely with other departments to identify issues, streamline workflows, and maintain a customer-first approach as we continue to grow.

Responsibilities

• Lead, coach, and develop the Customer Support team through regular 1:1s, feedback, and performance reviews.
• Oversee daily operations in Zendesk, live chat, and community platforms, ensuring SLA, CSAT, and quality targets are achieved. Stepping in to resolve complex or escalated tickets where necessary.
• Manage scheduling, workflows, and ticket assignment to maintain efficient coverage and responsiveness.
• Maintain and update macros, internal documentation, and support processes for consistency and accuracy.
• Collaborate with Product, Web, Cloud, and Content teams to improve customer experience and resolve recurring or escalated issues.
• Partner with B2B Sales to ensure high-quality, priority support for enterprise learners.
• Work closely with the Social Media and Community Manager to align on community platform moderation standards, communication tone, and community engagement practices.
• Track and report team performance metrics, highlighting trends and opportunities for improvement.
• Work with leadership and HR to identify training needs, develop skills, and embed best practices across the team.
• Contribute to continuous improvement initiatives that enhance workflow efficiency, quality, and customer satisfaction.

Qualifications

• 3+ years of experience in a student, customer, or technical support role, with at least 1 year in a leadership or supervisory position.
• Proven ability to lead and motivate teams, managing both performance and development.
• Experience with Zendesk, Discord, and live chat support platforms.
• Strong communication, organisation, and problem-solving skills.
• Comfortable analysing data and using metrics to drive improvements.
• Collaborative and adaptable, with a passion for creating great customer experiences.
• Experience in education, training, or cybersecurity environments is advantageous.

About Us

Security Blue Team provides hands‑on, practical blue team training that helps defenders advance their cybersecurity careers and deliver value to their teams. We support a global client base including government, military, law enforcement, banks, and educational institutions.