Summary
Join Wiz, a rapidly growing cloud security company, as a Manager of Support Operations. You will be responsible for scaling the global customer support organization, designing and implementing a global support model, and enhancing premium support services. This role involves optimizing support tools, building data-driven frameworks, and championing the voice of the customer. You will also collaborate with cross-functional teams to address support challenges and create dashboards to monitor key metrics.
Requirements
- 6+ years of experience in support operations, customer experience, or technical operations roles, preferably in a high-growth SaaS environment
- Proven ability to lead strategic initiatives while executing hands-on in a fast-paced, evolving environment
- Experience implementing and optimizing support tools such as ServiceNow or similar platforms
- Deep understanding of global support models and workforce planning
- Track record of building and operationalizing premium or tiered support offerings
- Strong analytical skills with the ability to build and interpret reports, dashboards, and KPIs
- Customer-first mindset with a passion for enhancing support experiences through process and tooling
- Excellent cross-functional collaboration skills with experience working across product, engineering, and customer-facing teams
- Strong leadership, communication, and mentoring abilities
Responsibilities
- Define and drive the roadmap for scaling Wizβs customer support organization in alignment with evolving customer and business needs
- Design and implement a global support model that raises the bar for excellence in cloud security
- Lead the enhancement and operationalization of premium support services, including SLAs, custom plans, and dedicated resources
- Optimize and scale support tools and systems (e.g., ServiceNow) to improve ticket management, escalation workflows, and performance reporting
- Build data-driven frameworks for global workforce planning, coverage modeling, and customer issue resolution
- Champion the voice of the customer through feedback loops, systemic issue resolution, and continuous improvement initiatives
- Partner with Product, Engineering, and Customer Experience teams to proactively address support challenges
- Create dashboards and reports to monitor key metrics like CSAT, time-to-resolution, and support efficiency
- Empower support teams with the tools, training, and resources they need to succeed
- Foster a culture of excellence, growth, and feedback across the support organization
Preferred Qualifications
Experience with cloud security or cybersecurity is a plus