Director Customer Support

30 minutes ago
Full-time
Executive
Customer and Technical Support
SecurityScorecard

SecurityScorecard

SecurityScorecard is a cybersecurity company that provides a powerful AI-driven platform to identify and eliminate cyber risks across all attack surfaces.

IT Services
251-1K
Founded 2014
$292M raised

Description

  • Lead and develop a high-performing support team and AI-enabled operating model.
  • Use AI tools to triage, resolve, route, and deflect support cases while preserving human judgment for complex issues.
  • Identify and remove tooling, process, staffing, and cross-functional blockers.
  • Partner with Product to shape the support roadmap and incorporate customer feedback into prioritization.
  • Analyze support data to identify root causes, trends, and emerging issues with Engineering.
  • Build and manage an escalation process that identifies risk early and informs stakeholders.
  • Participate in customer calls, particularly for high-value or high-risk situations.
  • Partner with CSM and Account teams on account health, renewals, and expansion opportunities.
  • Define and track CSAT, resolution time, time to value, escalation rate, NRR, and GRR metrics.
  • Hire, coach, and develop support professionals while promoting customer advocacy.

Requirements

  • Experience leading a support, customer success, or technical services team with measurable customer experience improvements.
  • Experience implementing or scaling AI-assisted support tools for triage, drafting, knowledge retrieval, or case deflection.
  • Strong analytical skills and experience using case data to identify trends and root causes.
  • Collaborative experience partnering with Product, Engineering, and go-to-market teams.
  • Excellent listening skills and comfort participating in customer-facing calls.
  • Understanding of how support performance affects NRR and GRR.
  • Strong people leadership skills, including hiring, coaching, and performance management.
  • Cybersecurity experience preferred.
  • Familiarity with Salesforce, ServiceCloud, Zendesk, Zapier, Claude, Snowflake, or Python preferred.
  • Experience scaling a support function during a period of growth preferred.

Benefits

  • Estimated total compensation of $170,000–$185,000 USD, including base salary and bonus.
  • Potential eligibility for annual performance incentives and equity.
  • Health benefits and stock options.
  • Unlimited paid time off.
  • Parental leave.
  • Tuition reimbursement.
  • Hybrid work for employees within 75 miles of the NYC or Austin offices; fully remote eligibility outside those areas.

Interested in this position?

Apply directly on the company website

Apply Now

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