Director, Customer Support

Challenges You Will Solve
The Director of Customer Support will lead and scale our global Customer and Product Support organization, ensuring world-class experiences for Red Canary customers. Reporting to the Vice President of Customer Success, this leader will oversee technical support operations, strategy, and execution—driving efficiency, quality, and customer satisfaction across all support interactions.You will collaborate with Customer Success, Product, Engineering, and Security Operations teams to ensure our customers receive seamless, effective, and proactive support throughout their journey with Red Canary. This role is ideal for a strategic leader who thrives in a high-growth, mission-driven cybersecurity company.

What You'll Do

• Develop and execute a scalable support strategy that aligns with business objectives and enhances the customer experience.
• Define and track key support metrics (e.g., CSAT, response/resolution times, case deflection, and escalations) to measure performance and drive continuous improvement.
• Lead, mentor, and grow a high-performing Customer Support team, ensuring they are equipped to support customers effectively.
• Establish a data-driven approach to improve service levels, optimize resources, and enhance operational efficiency.
• Oversee global 24/7 technical support operations, ensuring timely and effective resolution of customer issues.
• Drive the adoption of AI, automation, and self-service solutions to enhance efficiency and scale support capabilities.
• Partner closely with Security Operations, Product, and Engineering teams to ensure rapid response to product-related issues and effective incident management.
• Implement robust incident and escalation management processes to minimize customer impact and enhance transparency.
• Optimize support channels (e.g., chat, email, phone, community forums) to provide seamless, omnichannel support experiences.
• Serve as the voice of the customer within Red Canary, advocating for customer needs and influencing product and service improvements.
• Collaborate with Customer Success and Product teams to proactively identify customer challenges and prevent escalations.
• Develop and enhance self-service resources (knowledge base, FAQs, and community forums) to improve case deflection and empower customers.
• Partner with Sales and Customer Success to support key accounts, ensuring enterprise customers receive VIP support when needed.

What You'll Bring

• 7+ years of experience in customer support leadership roles, preferably in SaaS, cybersecurity, or managed services.
• Proven track record of scaling global support teams in a high-growth, fast-paced environment.
• Deep experience in technical support operations, including incident management, escalation handling, and process optimization.
• Expertise in AI, automation, and self-service strategies to enhance support efficiency.
• Strong understanding of cybersecurity concepts, MDR, and SOC operations (preferred).
• Ability to analyze support data and KPIs to drive decision-making and performance improvements.
• Exceptional cross-functional leadership skills with the ability to collaborate across Customer Success, Product, and Engineering.
• Experience with support tools and platforms (e.g., Zendesk, Salesforce Service Cloud, Jira, AI-driven chatbots).
• Passion for delivering exceptional customer experiences while balancing efficiency and scalability.

Base salary for this role is $150,000 - $198,000 per year. This role is also eligible for participation in the company's bonus program. This role is eligible for a grant of stock options, subject to the approval of the company's board of directors. Application deadline is March 18, 2025. Apply