Support Operations Manager

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 Wiz’s 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