What are the responsibilities and job description for the Customer Support Operations Manager position at Keyfactor?
About Keyfactor
Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale - and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companiesacross the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor!
Title : Customer Support Operations Manager
Location : Remote, United States; EST or CST
Experience : Manager
Job Function : Support
Employment Type : Full-Time
Industry : Computer & Network Security
Job Summary
The Customer Support Operations Manager, is a pivotal leadership role within the Support Team, responsible for overseeing technical training, enablement, and process operations. This position plays a critical role in ensuring the efficiency and effectiveness of the Support Team's operations while driving strategic initiatives to enhance performance and customer satisfaction.
Applicants must hold US citizen or US permanent resident status.
Responsibilities
- Collaborate with cross-functional teams, including Sales, Product Development, and Customer Success, to ensure alignment of processes and initiatives.
- Monitor and analyze key performance indicators (KPIs) to assess the effectiveness of training programs and operational processes, making data-driven recommendations for improvement.
- Manage project plans for internal initiatives and goals, reporting progress to stakeholders and coordinating contributions from team members.
- Conduct root cause analyses for support escalations, identify trends, and implement corrective actions to prevent recurrence.
- Develop and execute comprehensive technical and non-technical training programs for the Support Team, ensuring alignment with organizational goals and customer needs.
- Lead and facilitate training sessions, workshops, and knowledge sharing activities to enhance the skills and capabilities of Support Team members.
- Develop and maintain documentation, training materials, and best practices guides to support ongoing learning and development within the Support Team.
- Define and maintain standardized processes and procedures for incident resolution, escalation management, and customer interaction within the Support Team.
- Drive continuous improvement efforts across the Support Team, identifying opportunities to streamline workflows, optimize resource allocation, and enhance customer satisfaction.
- Serve as the primary point of contact for all strategic initiatives within the Support Team, providing leadership and direction to drive successful outcomes.
- Own and optimize support software / tooling, particularly our ticketing system.
Minimum Qualifications, Education and Skills
Travel Requirements
Up to 10% travel time required
Compensation
Salary will be commensurate with experience.
Culture, Career Opportunities and Benefits
We build teams that continually strive to get better than the day before. You will be challenged daily and given opportunities to grow personally and professionally. We balance autonomy and structure to create an entrepreneurial environment to spur creativity and new ideas.
Here are just some of the initiatives that make our culture special :
Our Core Values
Our core values are extremely important to how we run our business and what we look for in every team member :
Trust is paramount.
We deliver security software and solutions where trust and openness are of the highest importance for our customers. We are honest and a trusted partner in every aspect of business.
Customers are core.
We strategize, operate , and execute through a customer-centric view. We prioritize the security interests of our customers, and we act as if their data were our own.
Innovation never stops, it only accelerates.
The speed of change is accelerating. We are committed, through investment and focus, to stay ahead of the innovation curve.
We deliver with agility .
We thrive in high-paced and continually changing environments. We navigate through newly added variables, adjust accordingly, while driving towards our strategic goals.
United by respect .
Respect for all is what unites us. We promote diversity, inclusivity, equity, and acting with empathy and openness, both in our business and in our communities.
Teams make "it" happen.
Vision and goals are not individually achievable - they require teamwork. We pride ourselves in operating as a cohesive team, creating promoters and partners, and winning as one.
Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.
REASONABLE ACCOMMODATION : Applicants with disabilities may contact a member of Keyfactor's People team via people@keyfactor.com and / or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
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