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Customer Support and Services Operations Manager
Synack
Customer Service, Operations
Remote
Posted on Nov 8, 2024
Synack’s Penetration Testing as a Service platform manages customers’ attack surfaces by discovering new assets, pentesting for critical vulnerabilities and gaining visibility into the root causes of security risks. We are committed to making the world more secure by harnessing a talented, vetted community of security researchers to deliver continuous penetration testing and vulnerability management, with actionable results. Synack's PTaaS platform has uncovered more than 71,000 exploitable vulnerabilities to date, protecting a growing list of Global 2000 customers and U.S. agencies in a FedRAMP Moderate Authorized environment. For more information, please visit www.synack.com.
As the Manager of Customer Support and Operations, you’ll oversee the team responsible for delivering exceptional support to our customers and internal stakeholders while ensuring the smooth operation of our support processes. You will play a crucial role in developing support strategies, optimizing operations, and ensuring customers receive timely, effective solutions. In this role, you’ll work closely with cross-functional teams including Customer Success, Service Delivery, and Product Engineering, to ensure alignment on customer needs and priorities.
Sounds interesting? Keep reading...
Here’s what you'll do
- Team Leadership and Development
- Lead, mentor, and develop a high-performing customer support team to exceed service level targets and customer satisfaction goals.
- Conduct regular team training sessions on product knowledge, customer service skills, and operational processes.
- Foster a collaborative and inclusive team environment promoting open communication, positive culture, and continuous improvement.
- Set clear performance expectations, establish goals, and provide regular feedback to team members to ensure individual and team success.
- Lead by example, demonstrating a strong work ethic, integrity, and professionalism in all interactions.
- Support the development of training program(s), maintenance of internal documentation, and onboarding of new hires accordingly.
- Operations Management
- Oversee day-to-day support operations, including case management, issue resolution, test health metrics, special projects, and process standardization.
- Develop, monitor, and report on KPIs including response times, resolution times, SLA adherence, and customer satisfaction scores.
- Identify and implement process improvements, automation, and strategies to boost efficiency.
- Develop a support strategy to include staffing, service levels, and processes to achieve a 24x7 support model.
- Implement and manage customer facing knowledge bases and support documentation.
- Ensure timely, empathetic customer communication and issue resolution.
- Collaborate with cross-functional teams to optimize processes, drive process improvements, and deliver high-quality results.
- Analyze support metrics and customer feedback to identify trends/improvement opportunities.
- Leverage data insights to enhance the customer support experience.
- Manage multiple projects with competing priorities while maintaining consistent service standards.
- Stakeholder Management
- Work closely with the Customer Success and Service Delivery teams to understand customer needs, prioritize cases, and drive satisfaction.
- Build and maintain strong relationships with internal and external stakeholders, ensuring effective communication, collaboration, and alignment of objectives.
- Collaborate with senior leadership and other departmental managers to drive cross-functional initiatives and achieve organizational goals.
Here’s what you’ll need
- Bachelor’s degree in Business, Operations, Information Systems, or related field (or equivalent).
- 5+ years of experience in customer support or operations, with 2+ years in a managerial role.
- Experience managing teams in a fast-paced, dynamic environment.
- Proven experience delivering services to customers (e.g., Support, Special projects).
- Skilled at balancing people management with project ownership, tied to business initiatives.
- Excellent written and verbal communication skills.
- Strong attention to detail and a commitment to operational excellence.
- Experience with support tools like Zendesk, SFDC Service Cloud, Jira, and Gainsight.
- Ability to collaborate with cross-functional teams (Service Delivery, CSM, Engineering).
- Analytical and intellectually curious, proactive in seeking solutions to problems, and focused on creating solutions for customers and the company.
- Demonstrated skills in data-driven decision-making and customer conditions.
- Experience in Cybersecurity or Application Security is a plus.
Ready to join us?
Synack is committed to embracing diversity. Our people are our strength. Each addition to our team is an opportunity to grow and diversify our ideas, experiences, and viewpoints. We strive to be inclusive of Race, Ethnicity, Religion, Sex, LGBTQ+, Veterans, Disabilities, and Age. Synack welcomes you!
As a candidate, Synack cares about your privacy. Please view our candidate privacy policy here.
This position has responsibility to ensure Synack’s security and privacy posture is maintained.
$140,000 - $165,000 Salary is determined by a combination of factors including location, level, relevant experience, and skills. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations. The compensation package for this position may also include equity, and benefits.
For more details about our benefits, please see here. Then for the Employer code, enter: synack