Staying with one company for ten years says a lot - not just about the individual, but about the environment around them. At idibu, long tenures aren’t an accident. They’re the result of a culture that values expertise, learning, and doing right by customers.
Stu Simmons, Senior Customer Support Analyst, recently marked a decade with idibu. Over that time, the platform has evolved, integrations have multiplied, and the recruitment tech landscape has changed dramatically. One thing that hasn’t changed is idibu’s commitment to customer support as a genuine differentiator (not an afterthought.)
We sat down with Stu to reflect on ten years in support, what the role really involves in rec tech, and why strong customer service still matters.
Ten years is a huge milestone. What first brought you to idibu, and what made you stay?
Coming from a legal support background, I wanted to try a different sector. I originally joined idibu because I liked the idea of working with a product that genuinely helps recruiters do their jobs better.
What’s kept me here is the people and the variety. No two days are ever the same, and the company has always encouraged learning and growth rather than standing still.
How would you describe your role as a Senior Customer Support Analyst to someone outside the industry?
In simple terms, I help clients get the most out of the platform by troubleshooting issues, explaining how things work, and acting as a bridge between clients and our technical teams.
It’s a mix of problem-solving, communication, and translating technical details into something practical and usable.
What’s the best part of the job - the thing that still motivates you after a decade?
Helping clients solve tricky problems and seeing that moment when it all clicks. Making someone’s day easier is still what motivates me.
Is there a moment or project you’re particularly proud of from your time at idibu?
I’m most proud of being part of the team as the platform and integrations evolved over the years. Supporting clients through major changes and helping shape smoother processes internally has been especially rewarding.
What’s one thing people don’t realise about customer support in recruitment tech?
It’s far more technical and analytical than people expect. You’re not just answering questions: you’re understanding different platforms, integrations, APIs, and client workflows all at once.
How has idibu changed since you first joined?
idibu has grown loads over the years. In the early days, everyone wore multiple hats, so it was very hands-on. It’s been great to see how far we’ve come while still keeping the same core values.
You speak to customers every day. What kind of feedback means the most?
When clients leave feedback - especially after a tricky issue - hearing that we’re responsive, knowledgeable, and genuinely helpful really means a lot.
What skill or habit has been most useful to you in support?
Patience, closely followed by curiosity. Taking the time to truly understand the problem and asking the right questions makes all the difference.
What’s the biggest misconception about support teams?
That support is purely reactive. In reality, we’re often proactive problem solvers who help improve the product by feeding real client insights back into the business.
What’s something you’ve learned in the last ten years that you wish you’d known sooner?
That it’s okay not to have the answer immediately. Attention to detail is everything, so taking the time to investigate properly almost always leads to a better outcome.
And outside of work, what do you enjoy doing?
Staying active has always been something I enjoy, from football, cycling, and marathons in the early days, to golf and padel these days. I also love a bit of travel whenever I get the chance.
Finally, if you had to sum up your decade at idibu in three words?
Challenging, rewarding, and evolving.
Why this matters for idibu customers
Stu’s ten-year journey is about more than tenure. It reflects how idibu approaches customer support: investing in experienced people, retaining deep product knowledge, and treating support as a strategic function rather than a ticket-closing exercise.
For customers, that means continuity, faster resolution, and working with people who genuinely understand both the technology and the realities of recruitment. It’s one of the reasons clients stay with idibu - and one of the reasons people like Stu do too.
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