Director of Customer Support - Remote

Overview

SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!

In Short

• Lead and scale SpyCloud's 24x7 global customer support operations.
• Build and manage a high-performing support team.
• Define and monitor KPIs for team effectiveness and resolution quality.
• Manage AI-based tools to enhance support efficiency.
• Serve as an escalation point for complex technical issues.
• Oversee support platform administration and optimize configurations.
• Collaborate with cross-functional teams to align on customer needs.
• Drive initiatives to improve customer satisfaction metrics.
• Mentor and develop team members for professional growth.
• Deliver data-backed reporting on support performance to senior leaders.

Requirements

• 10+ years of customer support experience in technical environments.
• 7+ years in a leadership role within a SaaS organization.
• Familiarity with enterprise support models and issue resolution best practices.
• Experience leveraging AI tools for enhancing customer experience.
• Strong experience with Zendesk or similar platforms.
• Track record of process improvements driving customer success.
• Excellent analytical and reporting skills.
• Strong collaboration skills across technical and business teams.
• Ability to handle high-pressure situations effectively.
• Bachelor's degree in a related technical field preferred.

Benefits

• 401(k) with Employer Contribution.
• Health, Vision, and Dental Insurance.
• Generous PTO Plan and paid holidays.
• Flexible and remote-friendly work options.
• Comprehensive benefits package for full-time employees.