Manager, Customer Support Operations

Title: Manager, Customer Support Operations

Location: Remote, United States; Remote, United Kingdom

Experience: M2

Job Function: Support

Employment Type: Full-Time

Industry: Computer & Network Security 

Job Summary

The Manager, Support Operations, is a pivotal leadership role within the Support Team, responsible for overseeing technical training, enablement, and process operations. This position plays a critical role in ensuring the efficiency and effectiveness of the Support Team's operations while driving strategic initiatives to enhance performance and customer satisfaction.

The position can be undertaken remotely from either the USA or the UK.  If based in the US, the applicants must hold US citizen or US permanent resident status. If based in the UK, the applicants must hold a valid Right to Work in the UK. 

Responsibilities

• Collaborate with cross-functional teams, including Sales, Product Development, and Customer Success, to ensure alignment of processes and initiatives.
• Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of training programs and operational processes, making data-driven recommendations for improvement.
• Manage project plans for internal initiatives and goals, reporting progress to stakeholders and coordinating contributions from team members.
• Conduct root cause analyses for support escalations, identify trends, and implement corrective actions to prevent recurrence.
• Develop and execute comprehensive technical and non-technical training programs for the Support Team, ensuring alignment with organizational goals and customer needs.
• Lead and facilitate training sessions, workshops, and knowledge sharing activities to enhance the skills and capabilities of Support Team members.
• Develop and maintain documentation, training materials, and best practices guides to support ongoing learning and development within the Support Team. 
• Define and maintain standardized processes and procedures for incident resolution, escalation management, and customer interaction within the Support Team.
• Drive continuous improvement efforts across the Support Team, identifying opportunities to streamline workflows, optimize resource allocation, and enhance customer satisfaction.
• Serve as the primary point of contact for all strategic initiatives within the Support Team, providing leadership and direction to drive successful outcomes.
• Own and optimize support software/tooling, particularly our ticketing system.

Minimum Qualifications, Education and Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
• Strong experience in customer support operations leading cross-functional optimisation and enablement initiatives
• Familiarity with Cryptography and PKI solution is preferred. 
• Proven ability to manage complex projects and multiple priorities
• Demonstrated leadership abilities, with experience leading cross-functional teams and driving strategic initiatives to successful outcomes.
• Strong analytical skills and experience with support metrics and data analysis.
• In-depth knowledge with Support and CRM tools such as ticketing system, workforce management and chat-bots
• Strategic leadership with the ability to drive departemental goals.
• Strong communication and negotiation skills.
• Ability to collaborate in cross-functional teams and drive strategic initiatives.
• Advanced knowledge of IT service management principles and ITIL and NIST frameworks
• Professional or Technical certification in support framework such ITIL foundation.
• Professional certification in support framework such as Zendesk Support Administrator Expert

Note: UK based applicants are not required to complete EEOC form.