Manager, Customer Support

Communicate with Customers: We work with a wide variety of Enterprise customers across industries. Sometimes your team will need you to jump in and help them navigate a difficult conversation or calm down an upset client.

Support the Team: Yes, there’s the day-to-day feedback as the team handles a variety of tickets. But we are also looking for a manager committed to helping the team develop their own unique skill sets and become more autonomous in their existing roles.

Build out Process and Structure: We focus on building out Process and Structure that help the team move the needle on being more efficient, providing a better support experience and making the team’s jobs easier. We don’t want to manage a number. We focus on outcomes that improve the team’s health and the customer’s experience.

Use Technology to Scale Support & Create Better Experiences: We are focused on using AI, and other technologies to provide outstanding customer experiences, and enable our own team. As part of this role, you will be using AI to build workflows for customers and the team with a focus on keeping the human touch central to everyone’s experience.

Work Cross Functionally: We partner closely with our Product, Engineering, Customer Success, and Sales/Account Management. We are looking for someone who wants to focus on working collaboratively with those teams to solve customer pain points, and improve support workflows.

Requirements/Skills:

• 2 years in a Support Management role with a background in technical support.
• Proven track record of de-escalating tense customer situations
• Strong written and verbal communication skills.
• Nice to Have: Experience with AI support tools and automations
• Nice to Have: SaaS experience

Why Work for Us

• Be part of a late stage startup that is the standard in the Security Ratings Market.
• Flexibility to work from home and the option to work from our Lisbon office.
• Benefits package, including Health, Dental and Vision
• Join a team that is excited to come to work every day
• We are an Equal Opportunity Employer

Diversity. Bitsight is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

Culture. We put our people first. Bitsight offers best in class benefits. We devote the same energy to nurturing our company's inclusive culture as we apply to serving our customers' needs. Working at Bitsight will give you the opportunity to fulfill your professional goals and expand your skills.

Open-minded. If you got to this point, we hope you’re feeling excited about the job description you just read. Even if you don’t feel that you meet every single requirement, we still encourage you to apply. We’re eager to meet people that believe in Bitsight’s mission and can contribute to our team in a variety of ways.