Manager, Customer Support Operations

About Keyfactor

Our goal is to create a connected society built on trust, with a focus on security for both machines and humans. Keyfactor specializes in helping organizations establish and maintain digital trust at scale. With a wealth of experience in cybersecurity, we have built trust with over 1,500 companies worldwide. We are dedicated to fostering a great workplace environment and are consistently recognized as a Best Place to Work.

Location: The position can be performed remotely in the United States or the United Kingdom.

Experience Level: M2

Job Function: Support

Employment Type: Full-Time

Industry: Computer & Network Security

Job Summary

As the Manager of Customer Support Operations, you will play a crucial leadership role within the Support Team. Your responsibilities will include overseeing technical training, enablement, and process operations to ensure the efficiency and effectiveness of the Support Team's functions. You will drive strategic initiatives aimed at improving performance and enhancing customer satisfaction.

Responsibilities

• Collaborate with various teams such as Sales, Product Development, and Customer Success to align processes and initiatives.
• Analyze key performance indicators to evaluate the effectiveness of training programs and operational processes, providing data-driven recommendations for enhancement.
• Manage project plans for internal initiatives, track progress, and coordinate team efforts.
• Conduct in-depth root cause analyses for support escalations, identify trends, and implement measures to prevent recurrence.
• Develop and implement comprehensive technical and non-technical training programs for the Support Team in alignment with organizational goals and customer needs.
• 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 for ongoing learning and development within the team.
• Define standardized processes and procedures for incident resolution, escalation management, and customer interactions within the Support Team.
• Drive continuous improvement efforts across the team to streamline workflows, optimize resource allocation, and improve customer satisfaction.
• Act as the main point of contact for strategic initiatives within the Support Team, providing leadership to ensure successful outcomes.
• Take ownership of optimizing support software and tools, particularly 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, leading cross-functional optimization and enablement initiatives.
• Preferably, familiarity with Cryptography and PKI solutions.
• Demonstrated project management skills, including managing complex projects and multiple priorities.
• Strong leadership experience leading cross-functional teams and driving successful strategic initiatives.
• Proficiency in data analysis with a strong analytical mindset.
• Familiarity with Support and CRM tools such as ticketing systems and workforce management.
• Deep knowledge of IT service management principles, ITIL, and NIST frameworks.
• Professional or Technical certification in support frameworks, such as ITIL foundation and Zendesk Support Administrator Expert.
• Effective communication, negotiation skills, and the ability to collaborate in cross-functional teams.

Compensation

Salary will be based on experience levels.

Culture, Career Opportunities and Benefits

We foster an environment where each team member is encouraged to constantly improve. You will face challenges daily, with opportunities for personal and professional growth. We provide a balance of autonomy and structure to inspire creativity and innovative ideas.

Here are some key aspects of our culture:

• Second Fridays off every month for the entire company.
• Comprehensive benefits coverage provided for you and your dependents in the US.
• Generous paid parental leave in the US.
• Employee-focused ambassadors through Key Contributors & Culture Committees.
• Commitment to diversity and inclusivity.
• Wellness resources, wellness allowance, and wellness programs.
• Global Volunteer Day, company non-profit matching, and volunteer time off.
• Unlimited time off in the US and competitive time off globally.
• Regular talent development and cross-functional meetings for professional growth.
• Regular All Hands meetings followed by team gatherings.

Our Core Values

At Keyfactor, our core values drive how we operate, and we seek team members who align with these values:

• Trust: Delivering security solutions based on trust and openness.
• Customers: Putting customers at the forefront in all our endeavors.
• Innovation: Commitment to staying ahead of the curve through innovation.
• Agility: Thriving in dynamic environments and adjusting to meet strategic goals.
• Respect: Promoting diversity, inclusivity, equity, empathy, and openness.
• Teamwork: Achieving goals through teamwork and collaboration.

Keyfactor is an equal opportunity employer, and accommodations are available for applicants with disabilities upon request.