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Senior Manager, Customer Support (Shift - 10am -7pm PT)

14 hours, 13 minutes ago
United States
Full-time
Lead
Customer Support
Project and Program Management
Apply Now
Rubrik

Rubrik

Rubrik provides cutting-edge data security and protection solutions, including Zero Trust Data Protection and ransomware recovery, to ensure data readiness and business resilience.

IT Services
1K-5K
Founded 2014
$553M raised
View All Jobs 20

Description

  • Manage the customer support organization’s business and operational performance.
  • Implement the organization’s service delivery strategy.
  • Ensure quality and service delivery standards are met and exceeded.
  • Collaborate with Sales, Marketing, Operations, Engineering, QA, and IT to improve customer satisfaction.
  • Oversee support operations, performance activities, and customer satisfaction initiatives.
  • Represent Services on product teams and in other internal decision-making forums.
  • Evaluate, mentor, and develop support staff.
  • Lead a group of technical support engineers providing remote technical support and issue resolution.
  • Monitor top support issues after product launch and identify gaps in tools and resources.
  • Collect and analyze support center metrics to guide product and support quality decisions.
  • Handle escalations, coordinate conference calls, and drive issues to resolution with timely stakeholder updates.
  • Set and review team KPIs and performance on a regular cadence.

Requirements

  • Bachelor’s degree in any discipline.
  • 7-10 years of experience in technical customer support organizations.
  • 3+ years of people management experience in support organizations.
  • Proven track record of hiring and mentoring employees.
  • Excellent written and verbal communication skills.
  • Strong interpersonal and teamwork skills.
  • Experience with phone-home and proactive support best practices.
  • Ability to plan, make decisions, staff teams, and drive process improvement.
  • Self-driven, proactive, hardworking, and able to work in any shift timing.
  • Experience in support organizations serving US customers and global follow-the-sun coverage is preferred.

Benefits

  • Base salary range of $172,800 to $259,200 USD.
  • Eligible for bonus potential.
  • Eligible for equity.
  • Benefits package included.
  • Opportunity to work on global customer support for a security and AI operations company.
  • Potential to support flexible shift coverage across regions.

Interested in this position?

Apply directly on the company website

Apply Now

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