Manager, Customer Support

About Keyfactor

Our aim is to establish a trusted, connected society with a focus on identity-first security for both humans and machines. Keyfactor assists organizations in rapidly establishing and maintaining digital trust on a large scale. With a wealth of cybersecurity expertise, we have gained the trust of over 1,500 companies globally. As a consistently recognized Best Place to Work, we attribute our success to our exceptional team that nurtures our culture as we expand. Consider investing in your future with Keyfactor!

Location: Remote, United States

Experience: M2

Job Function: Support

Employment Type: Full-Time

Industry: Computer & Network Security

Job Summary

The Customer Support Manager is responsible for overseeing support operations on a regional or global scale for a designated support tier (Tier 1, 2, or 3). This role involves ensuring high-quality service, managing escalations, collaborating internally, and driving continuous improvement within the support service.

The position is open to individuals based in the USA, with candidates required to hold US citizenship or permanent resident status.

Job Responsibilities

• Lead, mentor, and manage a team of customer support team leads and engineers, promoting a culture of excellence and professional development.
• Enhance team capabilities through training, coaching, and ongoing professional growth opportunities.
• Conduct regular performance assessments, offer constructive feedback, and devise detailed development plans.
• Supervise support service delivery to maintain compliance with SLAs and high levels of customer satisfaction.
• Manage critical customer escalations to ensure timely resolutions along with clear and proactive customer communication.
• Collaborate effectively with support tiers, product development, and engineering teams for swift escalation and resolution of customer-related issues.
• Partner with sales and customer success teams to align support efforts with customer requirements and organizational objectives.
• Provide strategic insights to internal stakeholders for product enhancements and operational process optimizations.
• Develop robust escalation management processes to efficiently address critical customer matters.
• Coordinate with global support teams to deliver consistent and effective resolution of escalations across various regions.
• Maintain transparent communication with customers and internal stakeholders during escalations to ensure satisfaction.
• Contribute to the establishment, maintenance, and improvement of a comprehensive knowledge base for technical insights and SOPs.
• Foster knowledge sharing and continuous learning within the support team to enhance operational efficiency and effectiveness.
• Support initiatives focused on optimizing the knowledge management system for improved accessibility and usability.
• Analyze and report on case trends and metrics to identify areas for improvement and drive operational excellence.
• Manage case assignments and team availability to meet workload demands and SLA targets effectively.
• Lead cross-departmental escalations of key cases to ensure prompt and efficient resolution.

Minimum Qualifications, Education, and Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent practical experience.
• Extensive experience in customer support, including leading senior technical teams and junior support leaders.
• Proficiency in cryptography and PKI solutions is preferred.
• Demonstrated ability to manage complex projects and handle multiple priorities systematically.
• Proven track record of managing global teams and intricate support operations.
• Strong analytical skills and experience in support metrics and data analysis.
• Strategic thinking capability with a focus on driving continuous improvement.
• Exceptional leadership and decision-making skills.
• Proficiency in managing escalations effectively to uphold customer satisfaction levels.
• Advanced knowledge of IT service management principles and familiarity with ITIL and NIST frameworks.
• Desirable certifications include Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation, or Security+.

Compensation

Salary will be determined based on experience.

Culture, Career Opportunities, and Benefits

We nurture teams that strive for continuous improvement every day, with opportunities for personal and professional growth. Our environment balances autonomy and structure to foster creativity and new ideas. Some special initiatives within our culture include Second Fridays (company-wide day off), comprehensive benefit coverage, generous paid parental leave, dedicated employee-focused ambassadors, and various wellbeing resources and initiatives.

Our Core Values

At Keyfactor, our core values guide our business practices and guide our search for team members who embody them:

• Trust is our priority, where honesty and openness are paramount in our customer interactions.
• Customers are at the heart of everything we do, with a focus on prioritizing their security interests.
• Innovation never stops, and we are committed to staying ahead of the curve.
• We deliver with agility, adapting to changes while pursuing strategic goals.
• United by respect, promoting diversity, inclusivity, equity, empathy, and openness.
• Teams drive our success, as collective efforts are crucial in achieving our vision and goals.

Keyfactor is an equal opportunity employer.

REASONABLE ACCOMMODATION: Applicants with disabilities can contact Keyfactor’s People team to request and arrange accommodations at any time via email or telephone.