Customer Support Manager

Security brands within Sembi are looking for a Customer Support Manager to lead their high-performing support teams. This role requires strong leadership skills in order to successfully manage, coach and guide globally distributed teams to deliver an outstanding customer experience.

Key Responsibilities

• Customer Ownership: Take full ownership of customer satisfaction, ensuring all issues are actively managed to resolution. Delegate effectively while maintaining accountability for outcomes and keeping customers informed throughout the process.
• Drive Performance: Monitor and report on key support metrics, ensure SLA adherence, and manage high-priority escalations.
• Cross-Functional Collaboration: Partner with Product, Engineering, and Customer Success teams to close feedback loops and improve customer experience.
• Coach and Align team members: Provide mentorship and strategic direction to Support engineers, fostering a sense of ownership, consistency and collaboration.
• Customer Feedback Management: Review and analyze customer feedback to identify recurring issues and improvement opportunities. Drive corrective actions to address negative experiences and reinforce positive ones.
• Process Improvement: Continuously evaluate internal workflows to identify inefficiencies and propose actionable improvements that enhance quality, speed, and consistency of support delivery as well as Improve internal documentation, knowledge bases, and secure troubleshooting guides.
• Drive Customer Support Escalations:  Even a well-oiled machine gets a strongly opinionated customer from time to time.  We rely on the Customer Support Manager to interface with these customers and help shepherd their strong reaction through an internal process to bring direction, closure and well defined next steps.  Strong communication skills are a must!

Qualifications

• 5+ years of experience in technical support, with a preferred 2+ years in a leadership role.
• Proven track record in Security and SaaS or software product support environments.
• Understanding of support KPIs, reporting, and service management tools (Zendesk, Jira).
• Excellent written and verbal communication skills, with the ability to convey complex issues clearly.
• Ability to support customers across platforms (e.g., mobile, desktop, server, embedded) and languages (e.g., Java, .NET, C/C++, Android, iOS)
• Preferred: Experience managing or aligning remote, globally distributed support teams.
• Preferred: A subject matter expert for code obfuscation, application protection, and anti-tamper technologies.