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Senior Manager, Customer Support (Shift - 12 pm -9 pm EST)

13 hours, 59 minutes ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
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

  • Lead the customer support organization’s business and operational performance.
  • Implement the organization’s service delivery strategy.
  • Ensure quality and service delivery standards are met or exceeded.
  • Collaborate with Sales, Marketing, Operations, Engineering, QA, and IT to improve customer satisfaction.
  • Manage support operations, performance activities, and customer satisfaction initiatives.
  • Represent Services on product teams and in other decision-making forums.
  • Evaluate, coach, and develop support staff.
  • Manage a team of technical support engineers providing remote technical support and customer issue resolution.
  • Monitor top support issues after product launches and identify gaps in tools and resources across support tiers.
  • Collect and analyze support center metrics to inform product and support quality decisions.
  • Handle escalations, run conference calls, and drive issues to positive closure with timely stakeholder updates.
  • Set team KPIs and review performance on daily, weekly, quarterly, and semi-annual cycles.

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, teamwork, planning, decision-making, staffing, and process improvement skills.
  • Ability to maintain a high level of quality in process deliverables.
  • Self-driven, proactive, hardworking, and team-oriented mindset.
  • Willingness to work any shift timing, including a 12 pm - 9 pm shift.
  • Experience with phone-home and proactive support best practices (preferred).

Benefits

  • Base salary range of $155,500 to $233,300 USD.
  • Eligible for bonus potential.
  • Eligible for equity.
  • Eligible for benefits.
  • Equal opportunity employer with inclusive hiring practices.
  • Reasonable accommodation support for applicants and employees with disabilities.

Interested in this position?

Apply directly on the company website

Apply Now

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