Customer Support Lead

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. Youll 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. Youll work closely with other departments to identify issues streamline workflows and maintain a customer-first approach as we continue to grow.

What Youll 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 Youll Get From Us

• salary dependent on experience.
• Up to 10% performance-based bonus
• 2000 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!