Core Support Director

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

Clearwater positions open to candidates located in greater Tampa Bay area.

The Core Support Director is responsible for overseeing the goals and key functions of the Core Support technical support department. This position will spearhead process improvements while motivating others to meet the challenges of an extremely customer-focused and metrics-driven organization.

Responsibilities:  

• Oversee managers and staff performance and works to increase team efficiency and effectiveness
• Implement best practices for technical support and/or management, and stay up to date on emerging trends in service center 
• Monitor operational activity related to technical support and analyze data relevant to the position such as key performance indicators, corrective action, performance plans, trends, product content changes, etc.
• Solve complex customer service related issues and put a plan in place to proactively prevent negative service trends
• Develop processes to identify and correct gaps in the customer experience based upon customer feedback
• Define and implement performance metrics to ensure accurate tracking of the metrics and continuous improvement of our products and services
• Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Minimum Qualifications:

• Associate’s degree in Computer Science, Information Technology or equivalent experience in a similar field 
• Management of a technical support center preferred
• 3 years in a high volume call center environment
• 2 years in a customer support management role
• Experience with Gmail and Google Docs
• Experience with MS Office (Word and Excel)
• Experience with web browsers (Chrome, Internet Explorer, etc.)
• Excellent verbal and written communications
• Excellent time management and organization skills
• Strong collaborative and teamwork skills
• Flexibility, integrity and creative problem-solving skills
• Ability to build good working relationships across all functions

Our Fantastic Benefits

We offer company-wide monthly bonuses, employee referral bonuses, 401k matching (US), fully paid medical insurance (US), open/generous paid time off (length varies by country), parental leave (length varies by country), adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, gym benefits, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits, visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.