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Salary: USD 170,000 - 185,000 / annual
SecurityScorecard, the global leader in cybersecurity ratings with over 12 million companies continuously rated across 64 countries, is seeking a Director of Customer Support to lead and evolve the customer support function. This is a hybrid role with flexibility: employees within 75 miles of the Midtown NYC or Downtown Austin offices are required to work onsite 1–2 days per week; those outside this radius are eligible for fully remote work.
You will lead a high-performing support team and build an operating model that leverages AI tools to triage, resolve, and route cases faster while maintaining human judgment for complex, high-value customer issues. Your focus will be on reducing time to value and removing friction at every touchpoint—whether through tooling, process improvements, staffing decisions, or cross-team handoffs.
Key responsibilities include partnering closely with Product on the support roadmap, feeding customer signal into prioritization, and closing the loop on shipped fixes. You will analyze support case data to identify patterns and emerging trends, working directly with Engineering to prevent issues from escalating or repeating at scale. You'll build and maintain an escalation management process that catches risk early and keeps stakeholders informed.
This is not a desk-only leadership role. You will regularly join customer calls, particularly for high-value or high-risk conversations, listening first and using insights to improve the broader system. You'll partner with Customer Success Managers and Account teams to align support strategy with account health, renewal conversations, and expansion opportunities.
You will define and track metrics that matter—CSAT, time to resolution, time to value, escalation rate—and tie support performance directly to NRR and GRR outcomes. Finally, you'll champion a culture of customer obsession across the team by hiring, coaching, and developing support professionals who listen well and advocate hard for customers.
Requirements:
- Experience leading a support, customer success, or technical services team with a track record of measurably improving customer experience metrics
- Genuine fluency with AI tools in a support context, including implementing or scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection; understanding both upside and limits
- Strong analytical instincts: comfortable digging into case data to find root causes and trends, not just closing tickets
- Collaborative, cross-functional operating style to build real partnerships with Product, Engineering, and GTM teams
- Excellent listening skills and genuine comfort being customer-facing, including joining live calls when it matters
- Clear grasp of how support work connects to revenue outcomes like NRR and GRR
- Strong people leadership skills: hiring, coaching, performance management, with a customer-centric culture
Preferred Qualifications:
- Experience in cybersecurity
- Familiarity with support and CS tooling (e.g., Salesforce, ServiceCloud, Zendesk, Zapier, Claude, Snowflake, Python) and experience integrating AI copilots or agents into workflows
- Experience building or scaling a support function through a period of growth
