Head of Technical Customer Support

Cyber Technology – San Francisco, CA

Description

Our client is a fast-growing cyber security company with multiple offices (San Francisco CA, Redwood City CA, Washington DC). They secure the most attacked surface areas and most at-risk users on the planet. Their customers across the Federal Government and Enterprise segments are marquee names. The demand for their flagship product is driving aggressive growth and hiring! Founded in 2010 by principals from Postini, they are redefining how organizations secure their data and their environments. Their technology is a patented cloud-based web isolation and control platform that allows organizations to place a zero-trust boundary between sensitive assets and untrusted environments wherever that exists.

They have an immediate need for a Head of Customer Support, ideally to be located in their Redwood Shores office. This role is responsible for the overall support and scale of a globally distributed SaaS platform and champion our service within their client base. This position reports directly to the Head of Customer Success.

 Responsibilities:

• Scaling the customer support organization both domestically and globally.
• Solving the needs of a saas organization serving customers in multiple time zones.
• Managing both internal teams and third-party partners to deliver on our standards.
• Exceeding customer service objectives and metrics for managing the customer service department.
• Developing proactive plans to improve customer experience in all touchpoints.
• Developing, executing, and maintaining CS channels inclusive of email, chat, phone, text, social.
• Collaborating with Marketing to measure customer satisfaction and collect customer feedback for each area of the business.
• Driving continuous improvement and championing positive change to improve service levels, increase customer satisfaction, reduce resolution times, lower overall operating costs, and increase revenue growth.
• Scaling customer service training programs and new hire onboarding programs for the customer service department.
• Developing, owning, and executing an effective staffing plan for Customer Service using data-driven forecasting techniques.
• Measuring the effectiveness of the customer service function by refining operational metrics for the team, developing reporting analytics and providing status updates to the leadership team.
• Identifying and implementing industry best practices, strategies and processes to support a best-in-class service experience.
• Maintaining and improving in-depth product knowledge base.
• Managing third party vendor relationships.
• Maintaining an in-depth working knowledge of Authenitc8 systems, processes, and products.
• Proactively providing feedback across departments regarding customer concerns and user experience.
• Serving as an escalation point for Customer Service and critical customer issues; serve as a liaison to other internal departments and stakeholders.
• Recruiting, mentoring and developing customer service team members.

   

  Basic Requirements:

• Minimum of 10 years’ experience leading customer service teams and managing and improving the customer experience.
• Desire to provide highest level of CS for our global customers
• Experience building and scaling next gen customer service tech platform.
• Minimum of 5 years experience in Customer Service from a consumer/tech perspective.
• Proven experience in customer centric saas company
• Deep understanding of B2B customer support methodologies, having designed and implemented impactful customer service techniques in a hyper-growth business.
• Proven experience using customer relationship management tools such as Salesforce.
• Proven expertise in analyzing and reporting support operations metrics.
• While the organization is established, there is still a strong entrepreneurial/start-up mentality and operation style. You need to balance consistency and process with adaptability and flexibility to the needs of the business and customer.
• Proven ability to work successfully and efficiently amidst interruptions or distractions.
• Ability to work nights and weekends to support the needs of the business, as needed.
• Effective at collaborating with different teams to deliver solutions.
• Maintain professionalism/confidentiality in escalated situations with customers.
• Thrive in a fast paced, rapid growth environment, and ability to act with a sense of urgency
• Extensive experience interviewing candidates with a keen eye for talent and culture fit

   

  Technical Knowledge:

• Security Clearance Requirements: An active DoD Top Secret clearance with eligibility for access to Sensitive Compartmented Information is a plus.
• Understanding of Windows and Unix-based systems, including installation, configuration and management, including scripting capabilities
• Experience with Internet networking protocols and principles of network architecture
• Experience with network routing troubleshooting tools and techniques
• Experience with commercial routing, filtering and firewall solutions
• Experience in log data analysis including parsing and loading log data into a SEIM or other analysis tool