Customer Support Operations Manager

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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 optimization initiatives.
• Familiarity with Cryptography and PKI solutions preferred.
• Proven ability to manage complex projects and multiple priorities.
• Demonstrated leadership abilities, with experience leading cross-functional teams.
• Strong analytical skills and experience with support metrics and data analysis.
• In-depth knowledge with Support and CRM tools such as ticketing systems and workforce management.
• Advanced knowledge of IT service management principles and ITIL and NIST frameworks.
• Professional or Technical certification in support frameworks such as ITIL foundation.
• Professional certification in support frameworks such as Zendesk Support Administrator Expert.

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.
• Manage project plans for internal initiatives and goals, reporting progress to stakeholders.
• Conduct root cause analyses for support escalations and implement corrective actions.
• Develop and execute comprehensive training programs for the Support Team.
• Lead training sessions and workshops to enhance team skills.
• Develop and maintain documentation and best practice guides.
• Define and maintain standardized processes for incident resolution.
• Drive continuous improvement efforts in the Support Team.
• Serve as the primary point of contact for strategic initiatives.
• Own and optimize support software/tooling.