Customer Support Manager

7 hours ago

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Keyfactor

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Identity & Access Management • SaaS • IoT Security • Public Key Infrastructure • cybersecurity

201 - 500 employees

Founded 2014

🔐 Security

📡 Telecommunications

🏢 Enterprise

Description

• Customer Support Manager leads support operations regionally or globally for a specific support tier, ensuring high-quality service, handling escalations, collaborating internally, and driving continuous improvement. • The position can be undertaken remotely from the USA and applicants must hold US citizen or US permanent resident status.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience. • Strong experience in customer support leading senior technical teams and junior support leaders. • Strong knowledge of cryptography and PKI solutions is preferred. • Proven ability to manage complex projects and multiple priorities. • Proven ability to manage global teams and complex support operations. • Strong analytical skills and experience with support metrics and data analysis. • Strategic thinking and ability to drive continuous improvement. • Excellent leadership and decision-making skills. • Ability to manage escalations effectively and maintain customer satisfaction. • Advanced knowledge of IT service management principles and ITIL and NIST frameworks. • Professional or Technical certification in support such as Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+ are desirable.

Benefits

• Second Fridays (a company-wide day off on the second Friday of every month). • Comprehensive benefit coverage, paid for by the company for you and your dependents (US). • Generous paid parental leave (US). • Dedicated employee-focused ambassadors via Key Contributors & Culture Committees. • DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology. • The Keyfactor Alliance Program to support DEIB efforts. • Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays. • Global Volunteer Day, company non-profit matching, and 3 volunteer days off. • Unlimited time off (US) and competitive time off globally. • Monthly Talent development and Cross Functional meetings to support professional development. • Regular All Hands meetings – followed by group gatherings.