Customer Support Operations Manager
About Keyfactor
Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor!
Title: Customer Support Operations Manager
Location: Remote, United States; EST or CST
Experience: Manager
Job Function: Support
Employment Type: Full-Time
Industry: Computer & Network Security
Job Summary
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.
Responsibilities
- Collaborate with cross-functional teams, including Sales, Product Development, and Customer Success, to ensure alignment of processes and initiatives.
- Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of training programs and operational processes, making data-driven recommendations for improvement.
- Manage project plans for internal initiatives and goals, reporting progress to stakeholders and coordinating contributions from team members.
- Conduct root cause analyses for support escalations, identify trends, and implement corrective actions to prevent recurrence.
- Develop and execute comprehensive technical and non-technical training programs for the Support Team, ensuring alignment with organizational goals and customer needs.
- Lead and facilitate training sessions, workshops, and knowledge sharing activities to enhance the skills and capabilities of Support Team members.
- Develop and maintain documentation, training materials, and best practices guides to support ongoing learning and development within the Support Team.
- Define and maintain standardized processes and procedures for incident resolution, escalation management, and customer interaction within the Support Team.
- Drive continuous improvement efforts across the Support Team, identifying opportunities to streamline workflows, optimize resource allocation, and enhance customer satisfaction.
- Serve as the primary point of contact for all strategic initiatives within the Support Team, providing leadership and direction to drive successful outcomes.
- Own and optimize support software/tooling, particularly our ticketing system.
Minimum Qualifications, Education and Skills
- 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 departemental 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
Travel Requirements
Up to 10% travel time required
Compensation
Salary will be commensurate with experience.
Culture, Career Opportunities and Benefits
We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.
Here are just some of the initiatives that make our culture special:
- 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.
Our Core Values
Our core values are extremely important to how we run our business and what we look for in every team member:
Trust is paramount.
We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.
Customers are core.
We strategize, operate, and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.
Innovation never stops, it only accelerates.
The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.
We deliver with agility.
We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.
United by respect.
Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.
Teams make “it” happen.
Vision and goals are not individually achievable – they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.
Keyfactor is a proud equal opportunity employer.
REASONABLE ACCOMMODATION: Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
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Keyfactor empowers enterprises of all sizes to close their critical trust gap - when breaches, outages and failed audits from digital certificates and keys impact brand loyalty and the bottom line. Powered by an award-winning PKI as-a-service plat...
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