VP, Customer Support

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint. 

Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the World’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.”  SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.

About the Role:

As the Vice President of our Customer Support you will play a crucial role in ensuring the highest level of customer satisfaction and success. This leadership position involves strategic planning, team management, and collaboration with various departments to enhance the overall customer experience.

Candidates must be available to work out of our NYC HQ at least 1x a week. 

What You’ll Do:

Leadership and Strategy:

• Develop and execute customer support strategies aligned with the company's cybersecurity objectives.
• Provide visionary leadership to the customer support team, driving excellence in service delivery.

Team Management:

• Lead and mentor a skilled team of customer support professionals.
• Recruit and train support staff with a focus on cybersecurity product knowledge.

Incident Response:

• Oversee the strategy, execution and communication of critical customer escalations 
• Ensure timely and effective resolution of customer incidents within established SLAs

Customer Education:

• Develop customer education programs to enhance users' understanding of cybersecurity best practices.
• Collaborate with marketing to create knowledge-sharing content.

Data Analysis:

• Utilize data analytics to measure and improve customer support performance.
• Implement metrics-driven decision-making processes.

Cross-functional Collaboration:

• Work closely with the sales, marketing, and product teams to align customer support initiatives with business goals.
• Responsible for leading the customer satisfaction and gross retention target for company’s down market segment “scale” customers
• Provide valuable customer insights to relevant departments.

Continuous Improvement:

• Identify opportunities for process improvement within customer support operations.
• Implement best practices and technologies to optimize support workflows.

What are we looking for:

• 10 years' experience in customer support roles, preferably in the cybersecurity
• Prior experience with B2B SaaS Software company
• Experience building a 24x7 Support Organization and scaling systems
• A high degree of accuracy and attention to detail
• An analytical mindset; define and track KPIs to improve performance over time
• A bias towards automation to increase input scale
• Ability to build relationships with internal stakeholders and external partners
• Exceptional verbal and written communication skills

Benefits:

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated salary range for this position is $150,000 - $275,000. Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits. 

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse back