Join Vectra, a leading cybersecurity company, as the Director of Customer Support. In this role, you will lead a team of Support Engineers, promote a customer-first support culture, and collaborate with various departments to improve customer satisfaction and retention. You will also manage day-to-day support delivery, monitor team performance, and report key metrics to senior management. This position offers unlimited PTO, healthcare packages, and other benefits.
About the role
- Strong Technical Support background, especially in Linux, Networking, Security, Cloud or related fields - Passionate about customer experience and customer satisfaction - Saleforce.com Service Cloud experience for case management, analytics and reporting - Experience building, mentoring and developing Support teams - Experience establishing and driving high standards for Service Level attainment in Support Operations - Experience developing, implementing and enforcing Standard Operating Procedures for standard and premium support programs - 10+ years of Global Support Senior Management experience, preferably in a software or technology B2B company - Extensive customer support background in a global vendor servicing international customersKey missions
- Promote a customer-first support culture that goes above and beyond what the customer expects, and ensure that every customer’s engagement is exceptional.
- Oversee a team of Support Engineers and closely work with counterparts in various departments including but not limited to Engineering, Customer Success, Sales, executive level business partners, and cross-organizational teams.
- Help scale and optimize the EMEA Support team for growth, identifying and promoting opportunities to maximize customer satisfaction through product improvements, training, tooling, online support, and self-service.