Senior Manager

Summary

Join Mitek's North America Customer Support team as a strategic leader, guiding frontline support for key products like MiVIP, Mobile Deposits, and Check Fraud Defender. Lead and mentor support engineers, ensuring excellent service delivery and operational maturity. Partner with Support and Success leadership to drive improvements, coach team members, and assess product and operational gaps. Drive cross-functional alignment, foster collaboration, and unite the team around shared goals and KPIs. Assess tooling gaps, collaborate on Support Portal UX evolution, and drive support contractual and service requirements. This role requires strong communication, conflict resolution, and coaching skills, along with a deep understanding of customer needs.

Requirements

• 7+ years in customer support leadership roles for SaaS or tech companies, ideally with B2B enterprise focus
• Deep Zendesk expertise (Explore, macros, triggers, automations)
• Proficient with service desk and incident management systems such as SalesForce Service Cloud, or Jira
• Experience managing distributed or hybrid support teams
• Track record of process improvement, AI tooling implementation, and cross-functional collaboration
• Ability to travel quarterly to spend face-to-face time with your team and stakeholders
• Knowledgeable and proficient in web service technologies (REST/JSON, SOAP/XML, API’s)
• Knowledgeable of monitoring, alerting, and log-management solutions (i.e. Zabbix, Nagios, Splunk, ElasticSearch/ Kibana, Tableau)
• Experience with AWS Workspace and other Remote Desktop applications
• Familiar with ITIL or similar frameworks
• Experience with implementing and owning a customer support platform with standard workflows

Responsibilities

• Lead and mentor the NA Support team across all Mitek product lines, ensuring high-quality ticket resolution and SLA compliance
• Serve as the primary support liaison for strategic accounts, including onboarding and post-launch support for core products
• Collaborate with EMEA Support leadership to drive alignment and cross-regional knowledge sharing
• Act as Zendesk system owner in NA: drive automation, reporting, and workflow design and optimization
• Oversee knowledge base improvements, self-service strategies, and ticket deflection initiatives
• Provide regular reporting and feedback loops to Engineering, Product, and CS leadership
• Lead support readiness and training for new product rollouts and “big bet” initiatives
• Support coaching of support engineers, run incident debriefs, and improve ticket handling via hands-on involvement in escalations
• Champion documentation and internal tooling improvements (e.g. ReadMe, Confluence)

Preferred Qualifications

Experience in highly regulated, document-centric, or security-sensitive industries such as: Identity Verification / Fraud Prevention – including biometrics, liveness detection, or document authentication workflows

Benefits

• Universal, supplemental, and private healthcare plan choices based on country specifics
• Retirement/pension plan contributions, MTK stock plan participation
• Life event & disability coverage
• Generous annual leave, company holidays, volunteer time off
• E-learning license, tuition reimbursement, hackathons
• Home office setup allowance
• Pet insurance, identity theft protection, legal assistance