Manager, Customer Support

Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. Companies rely on Bitsight to prioritize their cybersecurity investments, build greater trust within their ecosystem, and reduce their chances of financial loss.
Built on over a decade of technological innovation, its integrated solutions deliver value across enterprise security performance, digital supply chains, cyber insurance, and data analysis.

• We invented the cyber ratings industry in 2011
• Over 3000 customers trust Bitsight
• Over 750 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, and remote

Are you passionate about delivering high quality customer support experiences? Do you enjoy helping the members of your team deliver outstanding support while also growing and developing as individuals? Do you have experience using metrics and processes to help remove roadblocks and make your team more effective? If so, we want to talk to you!

We strive to deliver great support to our growing customer base and ensure that our users get the most value from the BitSight platform. As a Customer Support Manager based in Lisbon, you will be responsible for helping our Technical Support Team help our customers get value out of BitSight. 

Responsibilities:

Communicate with Customers: We work with a wide variety of Enterprise customers across industries. Sometimes your team will need you to jump in and help them navigate a difficult conversation or calm down an upset client. 

Support the Team: Yes, there’s the day-to-day feedback as the team handles a variety of tickets. But we are also looking for a manager committed to helping the team develop their own unique skill sets and become more autonomous in their existing roles. 

Build out Process and Structure: We focus on building out Process and Structure that help the team move the needle on being more efficient, providing a better support experience and making the team’s jobs easier. We don’t want to manage a number. We focus on outcomes that improve the team’s health and the customer’s experience.

Use Technology to Scale Support & Create Better Experiences: We are focused on using AI, and other technologies to provide outstanding customer experiences, and enable our own team. As part of this role, you will be using AI to build workflows for customers and the team with a focus on keeping the human touch central to everyone’s experience. 

Work Cross Functionally: We partner closely with our Product, Engineering, Customer Success, and Sales/Account Management. We are looking for someone who wants to focus on working collaboratively with those teams to solve customer pain points, and improve support workflows. 

Requirements/Skills:

• 2+ years in a Support Management role with a background in technical support. 

• Proven track record of de-escalating tense customer situations

• Strong written and verbal communication skills.

• Nice to Have: Experience with AI support tools and automations

• Nice to Have: SaaS experience

Why Work for Us

• Be part of a late stage startup that is the standard in the Security Ratings Market.

• Flexibility to work from home and the option to work from our Lisbon office.

• Benefits package, including Health, Dental and Vision

• Join a team that is excited to come to work every day

• We are an Equal Opportunity Employer

Belonging & Inclusion. Bitsight is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

Culture. We put our people first. Bitsight offers best in class benefits. We devote the same energy to nurturing our company's inclusive culture as we apply to serving our customers' needs. Working at Bitsight will give you the opportunity to fulfill your professional goals and expand your skills.

Open-minded. If you got to this point, we hope you’re feeling excited about the job description you just read.  Even if you don’t feel that you meet every single requirement, we still encourage you to apply.  We’re eager to meet people that believe in Bitsight’s mission and can contribute to our team in a variety of ways.

Bitsight also provides reasonable accommodations to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email [email protected]. This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

Additional Information for United States of America Applicants:

Bitsight is committed to compliance with all fair employment practices regarding citizenship and immigration status.

Bitsight will not discharge, discipline or in any other manner discriminate against any employee or applicant for employment because such employee or applicant has inquired about, discussed, or disclosed the compensation of the employee or applicant or another employee or applicant.

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Qualified applicants with criminal histories will be considered for employment consistent with applicable law.

This position may be considered a promotional opportunity pursuant to the Colorado Equal Pay for Equal Work Act.