🛠 Tech Stack

💼 About This Role

You'll design the end-to-end Support operating model at a leader in ransomware and breach containment. Your impact: driving operational efficiency through automation and AI, enabling Support to scale without scaling headcount proportionally, and providing leaders with a real-time, proactive view of Support health.

🎯 What You'll Do

• Lead weekly operating reviews for case health, backlog, and escalation rates.
• Drive knowledge management and AI-augmented deflection strategy.
• Coordinate cross-functional operating model with Finance, Engineering, and GEO leadership.
• Identify and prioritize high-value automation opportunities within Support Ops.

📋 Requirements

• 10+ years in customer support operations or CX operations in B2B SaaS.
• 5+ years in a leadership role within support operations.
• Proven experience building or maturing a knowledge management program.
• Deep familiarity with support tooling, case routing, taxonomy, and automation.

✨ Nice to Have

• Cybersecurity or security product domain experience.
• Experience with AI-augmented knowledge management tools like Coveo.

🎁 Benefits & Perks

• 💰 Competitive equity package
• 🏖️ Flexible PTO
• 🏥 Comprehensive health benefits
• 📈 401(k) matching

📨 Hiring Process

Estimated timeline: 3-5 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Panel Interview· 60 min
4. 4Executive Interview· 45 min