Sr. Manager - North America Customer Support - Remote

Overview

The Sr. Manager for North America Customer Support at Mitek will lead the frontline support for critical products, ensuring excellence in service delivery and operational maturity while fostering a culture of collaboration and accountability.

In Short

• Lead and mentor the North America Support team.
• Ensure high-quality ticket resolution and SLA compliance.
• Serve as the primary support liaison for strategic accounts.
• Act as Zendesk system owner in North America.
• Oversee knowledge base improvements and self-service strategies.
• Collaborate with EMEA Support leadership for knowledge sharing.
• Drive support contractual and service requirements.
• Support coaching and development of support engineers.
• Champion documentation and internal tooling improvements.
• Assess gaps in tooling and AI enablement.

Requirements

• 7+ years in customer support leadership roles.
• Deep expertise in Zendesk and service desk systems.
• Experience managing distributed or hybrid support teams.
• Track record of process improvement and cross-functional collaboration.
• Knowledge of web service technologies and monitoring solutions.
• Ability to travel quarterly for team interactions.
• Familiarity with ITIL frameworks.
• Experience in regulated or security-sensitive industries is a plus.

Benefits

• Flexible work arrangements (remote or in-office).
• Opportunity to lead a strategic team in a growing company.
• Engagement in innovative projects involving AI and automation.
• Collaborative work environment with a focus on diversity.
• Professional development and coaching opportunities.