Tier 3 Customer Support Manager

About Keyfactor 

Our mission is to build a connected society, rooted in trust, with identity-first security for every machine and human. Keyfactor helps organizations move fast to establish digital trust at scale — and then maintain it. With decades of cybersecurity experience, Keyfactor is trusted by more than 1,500 companies across the globe. We are proud to continually earn recognition as a Best Place to Work, and we achieve that through our amazing people who cultivate our culture as we grow. We hope you will trust your future with Keyfactor! 

Title: Tier 3 Customer Support Manager

Location: United States; Remote

Experience: Manager

Job Function: Support 

Employment Type: Full-Time

Industry: Computer & Network Security

About the position

Customer Support Manager leads support operations regionally or globally for a specific support tier (Tier 1, 2, or 3), ensuring high-quality service, handling escalations, collaborating internally, and driving continuous improvement.

Job Responsibilities 

• Leads, mentors, and manages a team of customer support team leads and engineers, fostering a culture of excellence and professional growth.

• Develops team capabilities through training, coaching, and ongoing professional development initiatives.

• Conducts regular performance evaluations, provides constructive feedback, and creates comprehensive development plans.

• Oversees support service delivery, ensuring adherence to SLAs and high customer satisfaction levels.

• Manages high-priority customer escalations, ensuring timely resolution with clear and proactive customer communication.

• Partners with support tiers, product development, and engineering teams for effective escalation and resolution of customer issues.

• Collaborates with sales and customer success teams to align support activities with customer needs and business goals.

• Provides strategic feedback to internal stakeholders for product enhancements and process optimizations.

• Develops robust escalation management processes to handle critical customer issues efficiently.

• Coordinates with global support teams for consistent and effective resolution of escalations across regions.

• Maintains transparent communication with customers and internal stakeholders during escalations to ensure satisfaction.

• Contributes to the creation, maintenance, and enhancement of a comprehensive knowledge base for technical knowledge and SOPs.

• Encourages knowledge sharing and continuous learning within the support team to improve efficiency and effectiveness.

• Supports initiatives to optimize the knowledge management system for better accessibility and usability.

• Analyzes and reports on case trends and metrics to identify improvement opportunities and drive operational excellence.

• Oversees case assignments and team availability to meet workload demands and SLA targets effectively.

• Leads escalations of key cases across departments to ensure prompt and effective resolution.

Minimum Qualifications, Education, and Skills

• Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.

• Strong experience in customer support, with leadership roles in senior technical teams and junior support leaders.

• Strong knowledge of cryptography and PKI solutions.

• Proven ability to manage complex projects and multiple priorities.

• Proven ability to manage global teams and complex support operations.

• Strong analytical skills and experience with support metrics and data analysis.

• Strategic thinking and ability to drive continuous improvement.

• Excellent leadership and decision-making skills.

• Ability to manage escalations effectively and maintain customer satisfaction.

• Advanced knowledge of IT service management principles and ITIL and NIST frameworks 

• Professional or Technical certification in support such as Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+ are desirable.

Travel Requirements

Up to 10% travel time required 

Compensation  

Salary will be commensurate with experience.  

Culture, Career Opportunities and Benefits 

We build teams that continually strive to get better than the day before. You will be challenged daily