Customer Support Operations Manager

January 29

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Logo of Keyfactor

Keyfactor

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

Description

• The Customer Support Operations Manager is a pivotal leadership role within the Support Team, responsible for overseeing technical training, enablement, and process operations. • This position plays a critical role in ensuring the efficiency and effectiveness of the Support Team's operations while driving strategic initiatives to enhance performance and customer satisfaction. • 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 operations leading cross-functional optimisation and enablement initiatives. • Familiarity with Cryptography and PKI solution is preferred. • Proven ability to manage complex projects and multiple priorities. • Demonstrated leadership abilities, with experience leading cross-functional teams and driving strategic initiatives to successful outcomes. • Strong analytical skills and experience with support metrics and data analysis. • In-depth knowledge with Support and CRM tools such as ticketing system, workforce management and chat-bots. • Strategic leadership with the ability to drive departmental goals. • Strong communication and negotiation skills. • Ability to collaborate in cross-functional teams and drive strategic initiatives. • Advanced knowledge of IT service management principles and ITIL and NIST frameworks. • Professional or Technical certification in support framework such ITIL foundation. • Professional certification in support framework such as Zendesk Support Administrator Expert.

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.

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