Customer Support Lead

TL;DR

Customer Support Lead (B2B SaaS): Leading and developing a customer support function, owning SLAs, escalation paths, and team processes for a quickly growing product. Focus on shaping a user experience-centric, proactive support journey, and leveraging data to inform product, security, and commercial decisions.

Location: Hybrid role based in London, UK (2-3 days in office)

Salary: £60,000–£70,000 GBP

Company

hirify.global is building a network of connected organizations to defend against cybersecurity attacks in the supply chain, trusted by customers like ASOS, British Airways, and the NHS.

What you will do

• Lead, coach, and develop a small Support team, creating conditions for high performance.
• Own Support SLAs, escalation paths, processes, and team rituals to ensure reliable, high-quality support as the company scales.
• Shape strategies for handling surges in demand, planning capacity, and contributing to future hiring.
• Collaborate across teams on high-impact initiatives, including AI, automation, Help Centre, and internal knowledge improvements.
• Act as the first point of escalation for complex or high-impact issues, making clear, timely decisions under pressure.
• Represent Support in cross-functional forums, feeding customer insights into Product, Engineering, Security, RevOps, and CS.

Requirements

• 5+ years of customer support experience, ideally in B2B SaaS and high-volume environments.
• 2+ years in a managerial position, with proven experience leading and coaching support specialists.
• Experience owning support SLAs, queues, and/or incident management, and designing team rituals.
• Strong communication skills for explaining complex issues to both customers and internal stakeholders.
• Comfort with using data to understand support ticket trends, volume drivers, and impact on CSAT and efficiency.
• A highly collaborative mindset and genuine interest in how support, automation, and knowledge intersect.
• English: B2 required

Culture & Benefits

• Competitive base salary and generous EMI equity package.
• Private pension and private healthcare with AXA Insurance, including enhanced mental wellbeing coverage.
• 25 days annual leave + bank holidays, plus an additional 30 days of unpaid leave per year.
• Enhanced family (parental) leave (gender-neutral policy, 12 weeks paid) and 5 days Caretaker's leave.
• £500 WFH budget and access to all desired learning resources and books for personal development.
• Regular socials and ad-hoc company-wide time off, including 'rest leave'.