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Manager, Customer Support

Posted 9 days agoViewed

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💎 Seniority level: Manager, M2

📍 Location: United States

🔍 Industry: Computer & Network Security

🏢 Company: Keyfactor, Inc.

⏳ Experience: M2

🪄 Skills: LeadershipProject ManagementCybersecurityAnalytical Skills

Requirements:
  • Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent experience.
  • Strong experience in leading senior technical teams and junior support leaders.
  • Knowledge of cryptography and PKI solutions is preferred.
  • Proven ability to manage complex projects and global support operations.
  • Strong analytical skills and experience with support metrics.
Responsibilities:
  • Leads, mentors, and manages a team of customer support team leads and engineers.
  • Oversees support service delivery, ensuring adherence to SLAs and high customer satisfaction.
  • Handles high-priority customer escalations with proactive communication.
  • Partners with internal teams for effective resolution of customer issues.
  • Analyzes case trends and metrics for operational improvement.
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