Customer Support Operations Manager

Job Summary

The company is committed to fostering a connected society based on trust, prioritizing identity-first security for all machines and individuals. With a strong emphasis on digital trust at scale, Keyfactor serves over 1,500 global organizations. The work culture at Keyfactor values employee satisfaction and growth, with continuous recognition as a top workplace.

Location: Remote within the United States in EST or CST time zones 

Experience: Manager's Role 

Department: Support 

Job Type: Full-Time 

Industry: Computer & Network Security 

The role of Customer Support Operations Manager is integral to the Support Team, overseeing technical training, enablement, and operational processes. This position is vital in ensuring the efficiency and effectiveness of Support Team operations, while leading strategic initiatives to boost performance and customer satisfaction. Applicants must be either US citizens or permanent residents. 

Responsibilities

• Collaborate with various teams like Sales, Product Development, and Customer Success to align processes and initiatives.

• Analyze key performance indicators (KPIs) to evaluate the effectiveness of training programs and operational procedures, providing data-driven improvement suggestions.

• Manage project plans for internal endeavors, report progress to stakeholders, and coordinate team contributions.

• Identify trends, conduct root cause analyses for support escalations, and establish corrective actions to prevent recurrence.

• Develop and implement both technical and non-technical training programs for the Support Team based on organizational and customer requirements.

• Lead training sessions, workshops, and knowledge-sharing activities to enhance the skills of Support Team members.

• Create and maintain documentation, training materials, and best practices guides to foster ongoing learning within the Support Team.

• Define and uphold standard processes and procedures for incident resolution, escalation management, and customer interactions within the Support Team.

• Drive continual improvement within the Support Team by identifying opportunities to streamline workflows, optimize resource allocation, and enhance customer satisfaction.

• Act as the primary contact for all strategic initiatives within the Support Team, offering leadership and direction to achieve successful outcomes.

• Oversee and optimize support software tools, focusing on the ticketing system.

Minimum Qualifications, Education and Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
• Extensive experience in customer support operations involving cross-functional optimization and enablement initiatives.
• Preference for familiarity with Cryptography and PKI solutions.
• Demonstrated capability to manage multiple priorities and complex projects effectively.
• Strong leadership skills, including experience leading cross-functional teams and driving successful strategic initiatives.
• Proficient in data analysis and support metrics.
• Proficiency in Support and CRM tools like ticketing systems, workforce management, and chatbots.
• Strategic leadership skills with a focus on achieving departmental goals.
• Effective communication and negotiation abilities.
• Collaboration skills in cross-functional teams and driving strategic initiatives.
• Advanced knowledge of IT service management principles and frameworks like ITIL and NIST.
• Professional or Technical certification in support frameworks such as ITIL foundation.
• Professional certification in support frameworks, e.g., Zendesk Support Administrator Expert.

Travel Requirements

Up to 10% of travel may be required.

Compensation

Salary will be based on experience.

Company Culture, Career Opportunities, and Benefits

Keyfactor encourages employees to constantly push boundaries and strive for personal and professional growth. The company balances autonomy with structure to promote a creative and innovative environment. Various initiatives contribute to a unique culture, including Second Fridays off, comprehensive benefits, paid parental leave, employee-focused support, and emphasis on diversity and inclusion. Additional benefits include global volunteer days, wellness resources, unlimited time off, talent development programs, and regular All Hands meetings.

Core Values

Keyfactor adheres to several core values in running its business:

• Trust: Emphasizing trust and transparency in all business transactions.
• Customers: Prioritizing a customer-centric approach in all operations.
• Innovation: Constantly driving innovation to stay ahead in a fast-evolving environment.
• Agility: Flexibility and adaptability are essential for navigating change.
• Respect: Valuing diversity, inclusivity, equity, and empathy.
• Teams: Collaboration is key to achieving common goals.

Keyfactor is an equal opportunity employer, dedicated to providing reasonable accommodations for applicants with disabilities upon request.