Senior Support Ops & Analytics Manager

Technical Support Engineer working remotely from India

About SecurityScorecard

SecurityScorecard makes the world a safer place by transforming the way companies understand, improve and communicate this ever-present threat of cybersecurity risk to audiences who need to know now. As the global leader in cybersecurity ratings with more than 12 million continuously rated organizations, we are backed by world-class investors including Evolution Equity Partners, Silver Lake Partners, Sequoia Capital, GV, Riverwood Capital, and others. SecurityScorecard's patented rating technology is used by more than 60,000 organizations for enterprise and third-party risk management, board reporting, due diligence, cyber insurance underwriting, and regulatory oversight. For more information on how we change the world, visit securityscorecard.com or connect with us on LinkedIn.

We are a remote-first company with more than 500 employees around the world. Our culture has helped us be recognized by Inc Magazine as a "Best Workplace" and one of the 10 hottest SaaS startups in NY for multiple years in a row - including Fast Company's Annual List of the World's Most Innovative Companies in 2023. 

The best and brightest minds in technology are at SecurityScorecard, to empower businesses and government partners around the world with the trust and confidence needed to make smarter, faster decisions. Join us!

About the Role  

As a member of our Product Support Team, you will be responsible for creating an environment where our global support team is set up to provide great experiences to our SSC users at scale. In this role, you will help the Product Support team define our goals, shape strategic direction, and provide deep analytic support to keep our leadership team up to speed on the pulse of the business and market, helping the team to realize opportunities and build upon our strengths. We're looking for a team player who is excited to jump into a startup environment where we continue to innovate and grow at a rapid pace. Our ideal candidate is passionate about support, problem solving, and critical thinking. They have experience building operations functions, and don't shy away from taking principled risks.

 

Key Responsibilities:

• Develop and implement policies and procedures for technical support operations.
• Build a baseline of data infrastructure and develop the strategy for the data analytics function, maturing our ability to measure product and customer experience data
• Develop and maintain global Product Support dashboards that report on adherence to KPIs and surface concrete trends and insights
• Drive continuous improvements with support initiatives that are focused on improving efficiency and quality - while digging in and working side by side with the team
• Use data to communicate the customer experience and provide qualitative analysis and high-level strategic recommendations to our leadership team and cross-functional partners
• Continue to evolve our Product Support Program Management functions, ensuring we are driving prioritization and work streams for our high-impact initiatives
• Oversee the daily activities of the technical support team and ensure timely and efficient resolution of customer issues.

Requirements:

• Minimum of 5 years of experience in technical support operations.
• Advanced experience with SQL and querying databases using tools like Tableau or Zendesk Explore (we use Mode and Explore) and comfort presenting data to all layers of leadership
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Demonstrated ability to work effectively with cross-functional teams.

Our Benefits 

• Competitive salary
• Health Benefits
• New Parent Leave (after six months)
• PTO
• Access to learning platform & company professional development events
• Employee Referral Bonus
• Additional benefits including employee stock options, tuition reimbursement, EAP, and more

 

S[CORE]card Values

 

Solutions Focused: We identify problems then quickly shift to solutions.

Customer Centric: We are obsessed with making our customers happy.

One Scorecard:  We are one team that embraces diversity, fun and collaboration.

Resilient:  We persevere through obstacles.

Embody #SecurityDNA: