Kian

Founding, Product Support Specialist @Risk Ledger

London, GB

Joined as the first dedicated Product Support hire. Building the entire support function from the ground up as Risk Ledger scaled its platform across 150+ enterprise clients including the NHS, British Airways, Virgin Money, and thousands of suppliers.Designed and implemented the full support stack, including Intercom platform infrastructure, workflows, automation, onboarding content, and internal feedback systems. Took the average first response time from 1h+ to under 5 minutes, and resolution time from 12h+ to consistently under 1 hour.Partnered cross-functionally across Product, Security, Engineering and Customer Success to feed live insight from thousands of conversations into product direction, platform updates, and customer-facing comms.Key Initiatives & Outcomes:• Built and scaled the global support function from the ground up, introducing strategy, tooling, and processes that cut resolution times by 94%(7 hours to 25 minutes), response times by 50%(8 to 4 minutes), and sustained 95%+ CSAT.• Delivered and maintained 95% or higher CSAT through automation, proactive communication, and continuous improvement.• Built the first help centre (150+ articles) and onboarding suite, enabling scalable self-service and reducing repeat queries.• Led GDPR-aligned Intercom migration (US to EU), transferring 150+ articles and workflows while ensuring full-service continuity.• Developed and coached incoming support staff, building capability and embedding structured processes that sustained high performance.Responsibilities:• Own end-to-end support operations, including tooling, processes, SLAs, and reporting.• Design and implement automation frameworks and workflows to scale support capacity and improve efficiency.• Partner cross-functionally with Product, Security, Customer Success and Sales to align support with company goals.• Manage incidents and service continuity, including customer communications during outages or security events.

Sunderland College

Pearson BTEC Level 3 90-Credit Diploma