Director of Customer Support

Austin, Texas, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Cybersecurity, SaaSIndustries

Requirements

Candidates must have experience leading and scaling 24x7 global support operations, preferably in a SaaS environment. A player-coach mentality with hands-on operational capabilities is essential. Strong technical fluency, experience with support platforms like Zendesk, and a passion for customer advocacy are required. Experience in cybersecurity is a plus.

Responsibilities

The Director of Customer Support will lead and evolve global support operations, build and manage a high-performing team, and define/monitor key performance indicators. Responsibilities include managing technical escalations, overseeing support platform administration, driving automation, collaborating with cross-functional teams, ensuring excellent customer experiences, and developing team members. The role involves reporting on support metrics and making strategic recommendations.

Skills

Customer Support

Team Leadership

SaaS

KPIs

SLA

Process Improvement

Cybersecurity

SpyCloud

Cybersecurity for threat intelligence protection

About SpyCloud

SpyCloud specializes in cybersecurity, focusing on threat intelligence and identity protection for businesses. Its main product, the Cybercrime Analytics Platform, uses data from the dark web to help detect and prevent cyber threats like malware and ransomware. Unlike competitors, SpyCloud offers a comprehensive solution that combines threat intelligence, identity protection, and incident response in one platform. The company's goal is to enable businesses to proactively defend against cyber threats and reduce the risk of data breaches.

Austin, TexasHeadquarters

2016Year Founded

$197.9MTotal Funding

GROWTH_EQUITY_VCCompany Stage

CybersecurityIndustries

201-500Employees