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1Kosmos BlockID is seeking a Support Leader to build and scale their global customer support function. This is a hands-on leadership role responsible for designing the support operating model, managing a currently India-based team with plans for North American expansion, and ensuring world-class support delivery for enterprise customers in identity verification and passwordless authentication.
Key responsibilities include building and leading a high-performing global support team, defining the support strategy for a mission-critical security platform, and driving day-to-day operations including ticket management, SLA enforcement, and escalation handling. You will lead the implementation and optimization of Freshdesk, establish metrics-driven performance management (CSAT, FCR, MTTR), and serve as the executive escalation point for high-priority customer issues including large enterprises and government clients.
The role requires close collaboration across Customer Success, Implementations, Product Engineering, and Cloud Infrastructure teams. You will develop knowledge bases, implement training pathways for support engineers, and drive continuous improvement through proactive monitoring and root cause analysis. The ideal candidate has deep experience supporting enterprise SaaS platforms (identity or security preferred), thrives in fast-growing environments, and brings an exceptional customer-first mindset.
This position offers the opportunity to shape support operations from the ground up, introduce process rigor and tooling maturity, and build a globally distributed team serving mission-critical security and access workflows for organizations at massive scale.
