Director of Customer Support

Uptycs builds best-in-class cloud security products that leverage lightweight tools, built on open source software, to collect everything that can help detect, understand, and mitigate a wide variety of security problems. We run on laptops and cloud workloads, monitor Kubernetes and serverless containers, analyze AWS/GCP/Azure configuration and CloudTrail events, you name it. We analyze petabytes of data, process millions of events per second, and run a control plane that enables continuous scanning for vulnerabilities, misconfigurations, and APT malware on all major cloud providers and hundreds of thousands of macOS, Linux, and Windows endpoints
Uptycs enables security professionals at companies such as Comcast, Flexport and Lookout to quickly prioritize, investigate, and respond to potential threats across a company's entire attack surface.
We are seeking a Director of Customer Support with a cloud security background to join our Customer Experience team. The Director of Customer Support will play a critical role in providing the highest level of customer service to our clients and ensure that the company is meeting its customer service goals. The position will be responsible for managing the global support teams, staying on top of our service level agreements, overseeing daily operations, administering solutions and processes, collaborating with product teams and continuously improving customer experience.

Responsibilities:

• Manage and develop global support teams to ensure highest level of customer satisfaction.
• Lead day-to-day operations for global support teams, troubleshoot customer inquiries and issues, and address escalations to senior leadership.
• Create and implement processes and solutions to improve customer care, problem resolution, and user experience.
• Monitor customer service metrics, evaluate customer experience and satisfaction, and provide meaningful reports.
• Develop cross-functional relationships with key stakeholders within the company and external partners.
• Hire, train, and mentor team members to ensure highest level of customer support.
• Proactively identify and address customer service issues and opportunities.
• Manage customer service budget and ensure cost-effectiveness.

What we're looking for:

• 8+ years of experience in customer service and/or technical support.
• 5+ years of experience in a technology-focused environment, preferably in the cloud security space.
• Proven experience managing and leading a global customer support team.
• Ability to develop solutions and processes to improve customer service.
• Experience working with a variety of software systems and customer relationship management (CRM) tools.
• Excellent oral and written communication, problem solving, and time management skills.
• Ability to effectively prioritize and manage multiple tasks.

Uptycs is an Equal Opportunity Employer. All applicants will be considered for employment without attention to race, color, religion, sexual orientation, gender identity, national origin, veteran or disability status. Uptycs is a progressive and open-minded workplace where we do not tolerate discrimination or harassment in any form. If you are smart, passionate and good at what you do, come as you are.