FreshRemote.Work

Customer Support and Services Operations Manager

Remote on the East Coast of the US

Synack’s Penetration Testing as a Service platform manages customers’ attack surfaces by discovering new assets, pentesting for critical vulnerabilities and gaining visibility into the root causes of security risks. We are committed to making the world more secure by harnessing a talented, vetted community of security researchers to deliver continuous penetration testing and vulnerability management, with actionable results. Synack's PTaaS platform has uncovered more than 71,000 exploitable vulnerabilities to date, protecting a growing list of Global 2000 customers and U.S. agencies in a FedRAMP Moderate Authorized environment. For more information, please visit www.synack.com.

As the Manager of Customer Support and Operations, you’ll oversee the team responsible for delivering exceptional support to our customers and internal stakeholders while ensuring the smooth operation of our support processes. You will play a crucial role in developing support strategies, optimizing operations, and ensuring customers receive timely, effective solutions. In this role, you’ll work closely with cross-functional teams including Customer Success, Service Delivery, and Product Engineering, to ensure alignment on customer needs and priorities.

Sounds interesting? Keep reading...

Here’s what you'll do

  • Team Leadership and Development
    • Lead, mentor, and develop a high-performing customer support team to exceed service level targets and customer satisfaction goals.
    • Conduct regular team training sessions on product knowledge, customer service skills, and operational processes.
    • Foster a collaborative and inclusive team environment promoting open communication, positive culture, and continuous improvement.
    • Set clear performance expectations, establish goals, and provide regular feedback to team members to ensure individual and team success.
    • Lead by example, demonstrating a strong work ethic, integrity, and professionalism in all interactions.
    • Support the development of training program(s), maintenance of internal documentation, and onboarding of new hires accordingly.
  • Operations Management
    • Oversee day-to-day support operations, including case management, issue resolution, test health metrics, special projects, and process standardization.
    • Develop, monitor, and report on KPIs including response times, resolution times, SLA adherence, and customer satisfaction scores.
    • Identify and implement process improvements, automation, and strategies to boost efficiency.
    • Develop a support strategy to include staffing, service levels, and processes to achieve a 24x7 support model.
    • Implement and manage customer facing knowledge bases and support documentation.
    • Ensure timely, empathetic customer communication and issue resolution.
    • Collaborate with cross-functional teams to optimize processes, drive process improvements, and deliver high-quality results.
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