Customer Support Operations Manager

Summary

Join Keyfactor as our Customer Support Operations Manager, a pivotal leadership role overseeing technical training, enablement, and process operations for our Support Team. You will be responsible for ensuring efficient and effective operations, driving strategic initiatives to enhance performance and customer satisfaction. This role requires collaboration with cross-functional teams, data analysis, project management, and the development of training programs. Applicants must hold US citizenship or permanent residency. The position offers a remote work opportunity within the US (EST or CST) and a competitive salary commensurate with experience. Keyfactor provides a supportive and inclusive work environment with numerous benefits.

Requirements

• Hold a Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience
• Possess strong experience in customer support operations leading cross-functional optimisation and enablement initiatives
• Demonstrate a proven ability to manage complex projects and multiple priorities
• Demonstrate demonstrated leadership abilities, with experience leading cross-functional teams and driving strategic initiatives to successful outcomes
• Possess strong analytical skills and experience with support metrics and data analysis
• Have in-depth knowledge with Support and CRM tools such as ticketing system, workforce management and chat-bots
• Possess strategic leadership with the ability to drive departmental goals
• Possess strong communication and negotiation skills
• Have the ability to collaborate in cross-functional teams and drive strategic initiatives
• Have advanced knowledge of IT service management principles and ITIL and NIST frameworks
• Hold a professional or Technical certification in support framework such ITIL foundation
• Hold a professional certification in support framework such as Zendesk Support Administrator Expert
• Be a US citizen or US permanent resident

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

Benefits

• Salary commensurate with experience
• Comprehensive benefit coverage, paid for by the company for you and your dependents (US)
• Generous paid parental leave (US)
• Second Fridays (a company-wide day off on the second Friday of every month)
• Unlimited time off (US) and competitive time off globally
• Monthly Talent development and Cross Functional meetings to support professional development
• Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays
• Global Volunteer Day, company non-profit matching, and 3 volunteer days off