SpyCloud is hiring a Director of Customer Support to lead and scale our 24x7 global support operations. This player-coach role combines strategic leadership with hands-on daily management to ensure high-quality, technically sound support focused on speed, satisfaction, and operational excellence.
What You'll Do
- Lead and evolve SpyCloud’s 24x7 global customer support function to meet current and future needs proactively.
- Build and manage a high-performing team, fostering a culture of accountability, responsiveness, and continuous learning.
- Define and monitor key performance indicators (KPIs) to assess team effectiveness, resolution quality, and SLA adherence.
- Select and manage AI-based tools and features that augment and support the team and customers.
- Identify bottlenecks and inefficiencies, and implement process improvements to streamline workflows and improve customer satisfaction.
- Serve as an escalation point for high-priority or complex technical support issues, partnering with Engineering and Product teams.
- Maintain subject matter expertise on SpyCloud’s product suite and ensure the team is equipped with the right technical knowledge.
- Oversee support platform administration (e.g., Zendesk), optimize configurations, and evaluate tooling enhancements.
- Promote automation and knowledge management initiatives to reduce manual effort and empower customers with self-service.
- Partner closely with Customer Success, Product, Engineering, Sales Engineering, and Marketing to ensure alignment on customer needs.
- Share recurring support themes and customer insights to help influence product improvements and roadmap priorities.
- Ensure every support interaction reflects SpyCloud’s commitment to proactive, professional, and solution-focused customer care.
- Drive initiatives to improve CSAT, reduce time-to-resolution, and maintain consistent engagement quality.
- Hire, mentor, and develop team members to support professional growth and maintain high team engagement.
- Provide regular coaching, set clear expectations, and hold the team accountable to high performance standards.
- Deliver clear, data-backed reporting to senior leaders on support volume, trends, risks, and issues.
- Make strategic recommendations regarding team growth, continued education, process enhancements, and resource allocation.
What We're Looking For
- 10+ years of customer support experience in technical environments.
- 7+ years in a leadership role.
- Proven success scaling support operations in a high-growth SaaS organization.
- Deep familiarity with enterprise support models, ticket triage, and issue resolution best practices.
- Strong experience with leveraging AI tools to drive the performance of the support team and enhance customer experience.
- Strong experience with Zendesk or similar support platforms, including configuration and optimization.
- Track record of implementing automation and process improvements that drive customer and team success.
- Excellent analytical and reporting skills to measure performance and drive continuous improvement.
- Strong collaboration skills across technical and business teams, with an ability to influence without direct authority.
- Comfortable handling high-pressure situations and driving alignment in complex cross-functional environments.
- Bachelor's degree (BA/BS) required.
- Bachelor’s degree in a technical related field required (e.g., Computer Science, Information Systems, Business, or equivalent).
Nice to Have
- Advanced certifications or training in technical support operations, ITIL, or customer experience strategy.
Technical Stack
- Zendesk or similar support platforms.
Team & Environment
You’ll lead a growing support team and report to the Vice President of Product Success.
Benefits & Compensation
- 401(k) with Employer Contribution.
- Health, Vision, and Dental Insurance.
- Health Savings Account (HSA) available with Employer Contribution.
- Employer Paid Life, Short-term, and Long-term Disability Insurance.
- Generous PTO Plan and 16 paid holidays per year.
- Retirement Savings Plan with Employer Contribution.
- Employer Provided Private Health Insurance and Healthcare Cashplan.
- Employer Paid Life Insurance and Income Replacement.
- Generous Holiday Plan and 14 paid holidays per year.
- Flexible and remote-friendly work options.
- Competitive salary package.
Work Mode
This is a remote position. Locations include Austin, Texas.
All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law.
