Red Sift's Digital Resilience Platform solves for the greatest vulnerabilities across the complete attack surface. By providing comprehensive coverage of an organization’s digital footprint through best-in-class discovery and monitoring, Red Sift enables users to proactively uncover threats within email, domains, brand, and the network perimeter. Paired with sophisticated remediation capabilities, Red Sift provides organizations with the tools to shut down phishing and ensure ongoing compliance with email and web security protocols.
Red Sift is a global organization with offices in North America, Australia, Spain, and the UK. It boasts an impressive client base across all industries, including Domino’s, ZoomInfo, Athletic Greens, Pipedrive, and top global law firms. Red Sift is also a trusted partner of Entrust, Microsoft, and Validity, among others.
About the role
We are looking to hire a Technical Support Manager to join our fast-paced Customer Success team and build the Red Sift Customer Technical Support team. We are looking for an inspirational people manager and strategic thinker who builds their teams by applying excellent execution skills while augmenting them with their own creative ideas.
The Technical Support Manager should have a customer-centric mindset and a passion for enabling meaningful careers within the Technical Support organization.
This is the first Management hire in the Customer Success organization reporting to the VP of Customer Success at Red Sift. In this role, you will have a strong responsibility for the customer success of several key accounts in EMEA while developing a high-performance team with a growing business impact in the context of providing an enhanced experience for Red Sift customers, generating easily accessible self-service and best practice knowledge to maintain and grow value return on Red Sift products and solutions purchased.
Your KCS experience means that you can also create and roll out the program facilitating embedding KCS culture across Customer Success for faster resolutions to known issues while creating bandwidth for the Red Sift Customer Success Team to focus on more complex and higher profile requests.
KCS is an industry best practice and methodology that maximizes success through fundamentally shifting organisational culture. As the Technical Support Manager, you will understand that capturing and sharing knowledge is viewed as being of the highest value and integral to the issue resolution and prevention workflow.
Build a team and how success can be measured with both practice and process
Handle cases and lead escalations with customers when required
Collaborate with the Customer Success organisation and other functions to provide a consistent customer experience
Ensure that Technical Support is effectively delivered by creating a variety of measures, including resource management and prioritisation, by tracking and acting on Technical Support KPIs.
Understand how to create business plans and effectively measure against them using OKRs
Contribute to digital support self-service capabilities by focusing your team on knowledge-Centred Service KCS performance.
Demonstrated technical and professional success in creating and leading a global Technical Support team
Demonstrated ability to lead, inspire and motivate a team to drive individual excellence and functional business outcomes
- Provide and/or ensure supervision, mentoring, coaching and performance management for your team members.
Apply business concepts to complex situations to drive decisions that balance the needs of multiple stakeholders
Lead by example by showing ownership and proactiveness to reach ambitious goals
Be responsible for developing, implementing and continuously improving a KCS strategy across Red Sift Technical Support and Success organization.
Process orientation and good at capturing processes
Highly self-motivated and driven — you don't need someone hovering over your shoulder telling you what to do all day.
The ability to shift priorities quickly when necessary. Hard skills and experience
Minimum 2 year's experience in technical support management or enablement.
Minimum of 2 year’s experience implementing a KCS program and KCS Certified
Minimum 1 year's experience in SaaS Cybersecurity industry companies, preferably in the Cybersecurity industry Knowledge of security technologies, ideally that which is used to secure email communications.
Understanding of Network security protocols, Anti-spoofing and Anti-phishing concepts, tools and technologies.
Experience with Salesforce Service or similar CRM tools
Fluent English plus one (or more) of the following French, Spanish, German, Italian
🌟 The opportunity to participate in every aspect of the startup journey in rapid scaling mode
✊🏽 The chance to participate in our mission to protect organisations and the people within them with cybersecurity software products that outsmart attackers at scale
💷 A competitive base salary based on experience in addition to a performance-based bonus, equity plan and pension scheme
🧰 Optionally remote work, as long as you can drop by the office every now and then
🏝 25 days of vacation in addition to public holidays per year
🧖♀️ A monthly budget for coaching and self-improvement such as courses, conferences and workshops
🏥 Health Insurance
👪 Maternity / Paternity leave
🏋️ Gym membership
🚴 Cycle to work scheme
🦸 One volunteer day per year
🕰 Flexible working hours, we trust you to work enough hours to do your job well, at times that suit you and your team