Global Technical Support Manager

Cynet-posted 3 months ago

Full-time • Manager

251-500 employees

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We are a fast-growing cybersecurity startup, dedicated to protecting organizations worldwide with cutting-edge technology and exceptional customer experience. With a rapidly expanding global presence, we are seeking an experienced and dynamic Global Support Manager to lead and scale our customer support organization.

Lead, mentor, and scale a global support team, ensuring excellent service delivery and customer satisfaction.
Build and implement scalable processes, tools, and methodologies to support rapid growth.
Define and track KPIs (SLAs, CSAT, response/resolution times) to ensure operational excellence.
Partner closely with Product, R&D, Sales, and Customer Success to resolve customer issues and provide feedback for continuous improvement.
Develop and maintain 24/7 global support coverage and escalation procedures.
Foster a culture of accountability, professionalism, and customer-centricity within the team.
Recruit, train, and develop talent to support organizational expansion.

7+ years of experience in customer support, with at least 3 years in a leadership role managing global teams.
Proven track record of scaling support organizations in a high-growth B2B SaaS or cybersecurity environment.
Strong leadership, people management, and coaching skills.
Hands-on experience with support tools and platforms (e.g., Zendesk, Salesforce, Jira).
Excellent communication and collaboration skills across global and cross-functional teams.
Ability to thrive in a dynamic startup environment, balancing strategy with hands-on execution.
Bachelor’s degree is a plus.

Be part of a fast-growing cybersecurity startup making a global impact.
Lead and scale a critical function in a company entering its next growth stage.
Collaborative, innovative, and mission-driven culture.
Competitive compensation and benefits package.

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