Manager, Customer Support

Flashpoint

8d•$107,500 - $135,000•Remote

About The Position

Flashpoint is seeking an experienced Manager of Customer Support to lead their Customer Support team, remotely within the United States. This role is ideal for someone who excels at building high-performing support teams, managing the entire customer experience, and collaborating within a global team. The position is a player-coach role, requiring direct handling of support tickets when necessary. The customers are technical users such as threat intelligence analysts, security operations teams, fraud investigators, and corporate security leaders who depend on Flashpoint for real-time threat understanding and action. The manager will be responsible for developing their team, maintaining high standards for case resolution, and collaborating with Product and Engineering to address issues at their root. A key focus will be on integrating AI into support processes and scaling self-service options to empower customers and allow the team to concentrate on higher-value tasks.

Requirements

Experience managing and developing a customer support team in a B2B SaaS environment, including 1:1s, performance reviews, scheduling, and coverage planning.
Experience owning support KPIs and SLAs and reporting on them to leadership.
Hands-on technical troubleshooting experience with a SaaS platform, including working with APIs, integrations, or logs alongside Engineering.
A working understanding of cybersecurity, threat intelligence, or adjacent security products and the customers who use them.
Confidence communicating directly with technical customers and senior stakeholders, especially during escalations, incidents, and negative feedback.
Experience building knowledge bases, self-service content, and agent training programs.

Nice To Haves

Have led and developed a customer support team in a B2B SaaS company, running 1:1s, performance reviews, and career development while owning queue health and case quality for a technical product.
Have owned support KPIs and SLAs and reported on them to leadership, using the data to spot issue trends and improve service.
Have talked directly with technical customers about complex product issues, including turning around unhappy customers, and left them more confident in the product than before they reached out.
Have built or improved a self-service model, knowledge base, or case handling process that measurably increased case deflection or cut resolution time, ideally with AI in the mix.
Have partnered with Product and Engineering to triage defects, prioritize fixes, and get your team ready for new feature releases.
Have represented support during high-severity incidents, managing customer communications and driving improvements in the retro afterward.

Responsibilities

Lead, coach, and grow the support team through daily standups, bi-weekly 1:1s, performance reviews, career development, and structured onboarding for new hires.
Own the incoming case queue and team schedule, delegating work for efficient daily volume handling, including coverage for holidays, PTO, and after-hours cases.
Report monthly KPI and SLA metrics to leadership and translate issue trends into concrete service improvements.
Set and uphold case management standards, conducting monthly case reviews and providing agents with specific feedback to enhance their technical and customer skills.
Own the Help Center knowledge base and troubleshooting guide, and evolve our self-service and support model with AI to drive case deflection and support AI capabilities within our products.
Own the customer feedback loop, responding to all negative surveys and leading the bi-weekly voice of customer meeting with Product.
Partner with Engineering in the morning defect meeting and with Product at sprint demos to ensure aging defects are resolved and the team is trained and documented before every release.
Own or oversee escalations and P1 incident communications, collaborating with agents, CSMs, and Engineering to achieve the optimal resolution for each customer.