Customer Support Lead

15 hours ago

London, Greater London, United Kingdom Security Blue Team Full time

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.

Alongside our free and paid training products, we also offer Blue Team Labs Online – a gamified platform for developing technical skills through engaging lab-based challenges.

Job Overview
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.

What You'll Be Doing

  • 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.

What We Need From You

  • 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.

What You'll Get From Us

  • £35,000 – £45,000 salary dependent on experience.
  • Up to 10% performance-based bonus
  • £2,000 per annum training budget
  • 25 days holiday + birthday off + UK bank holidays
  • Health insurance, pension plan, and unlimited access to our cyber security training platform.
  • Annual Global Connect to promote team building

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