Customer Support Operations Manager

Summary

Join Keyfactor as the Manager, Customer Support Operations, a pivotal leadership role overseeing technical training, enablement, and process operations. You will ensure the Support Team's efficiency and effectiveness, driving strategic initiatives to enhance performance and customer satisfaction. This remote position (US or UK based) requires collaboration with cross-functional teams, KPI monitoring, project management, root cause analysis, and development of training programs. You will lead training sessions, maintain documentation, define processes, and drive continuous improvement. The role demands strong analytical, communication, and leadership skills, along with advanced knowledge of IT service management principles and relevant certifications.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience
• Strong experience in customer support operations leading cross-functional optimisation and enablement initiatives
• Proven ability to manage complex projects and multiple priorities
• Demonstrated leadership abilities, with experience leading cross-functional teams and driving strategic initiatives to successful outcomes
• Strong analytical skills and experience with support metrics and data analysis
• In-depth knowledge with Support and CRM tools such as ticketing system, workforce management and chat-bots
• Strategic leadership with the ability to drive departemental goals
• Strong communication and negotiation skills
• Ability to collaborate in cross-functional teams and drive strategic initiatives
• Advanced knowledge of IT service management principles and ITIL and NIST frameworks
• Professional or Technical certification in support framework such ITIL foundation
• Professional certification in support framework such as Zendesk Support Administrator Expert

Responsibilities

• Collaborate with cross-functional teams, including Sales, Product Development, and Customer Success, to ensure alignment of processes and initiatives
• Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of training programs and operational processes, making data-driven recommendations for improvement
• Manage project plans for internal initiatives and goals, reporting progress to stakeholders and coordinating contributions from team members
• Conduct root cause analyses for support escalations, identify trends, and implement corrective actions to prevent recurrence
• Develop and execute comprehensive technical and non-technical training programs for the Support Team, ensuring alignment with organizational goals and customer needs
• Lead and facilitate training sessions, workshops, and knowledge sharing activities to enhance the skills and capabilities of Support Team members
• Develop and maintain documentation, training materials, and best practices guides to support ongoing learning and development within the Support Team
• Define and maintain standardized processes and procedures for incident resolution, escalation management, and customer interaction within the Support Team
• Drive continuous improvement efforts across the Support Team, identifying opportunities to streamline workflows, optimize resource allocation, and enhance customer satisfaction
• Serve as the primary point of contact for all strategic initiatives within the Support Team, providing leadership and direction to drive successful outcomes
• Own and optimize support software/tooling, particularly our ticketing system

Preferred Qualifications

Familiarity with Cryptography and PKI solution is preferred

Benefits

• Second Fridays (a company-wide day off on the second Friday of every month)
• Comprehensive benefit coverage, paid for by the company for you and your dependents (US)
• Generous paid parental leave (US)
• Dedicated employee-focused ambassadors via Key Contributors & Culture Committees
• DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology
• The Keyfactor Alliance Program to support DEIB efforts
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off
• Unlimited time off (US) and competitive time off globally
• Monthly Talent development and Cross Functional meetings to support professional development
• Regular All Hands meetings – followed by group gatherings