Senior Technical Customer Support Leader

2 semanas atrás

São Paulo, São Paulo, Brasil beBeeTechnical Tempo inteiro US$120.000 - US$150.000

Job Overview

We are seeking a Senior Technical Customer Support Leader to lead our global service team. As a key member of our team, you will be responsible for managing the delivery of complex services engagements, developing and implementing strategies to drive customer satisfaction and loyalty.

The ideal candidate will have 10+ years of experience in cybersecurity and technical customer support, with a proven track record of leading large teams and managing projects. You will work closely with account teams, engineering, and customer success to create long-term support strategies and deliver exceptional customer experiences.

Key Responsibilities
  • Leadership: Manage the delivery of global services engagements, develop and implement strategies to drive customer satisfaction and loyalty.
  • People Management: Set annual performance objectives for the team, ensure performance management processes are adhered to, and provide continuous feedback to managers and individual contributors.
  • Thought Leadership: Inspire the team to act as trusted technical advisors to customers.
  • Build and Scale the Team: Interview, hire, train, and onboard service delivery leaders consistent with our corporate values.
  • Business Development: Help position services sales with the account team by identifying incremental revenue opportunities focused on outcome-based packages and custom engagements.
  • Operations: Enhance the processes and tools for service delivery, establish internal and external reporting cadence by monitoring and responding to key KPIs.
Requirements
  • 10+ years of overall experience in cybersecurity and Technical Customer Support in a TAC environment preferred.
  • 5+ years of senior leadership or managerial experience required, including leading large teams, managing projects, and overseeing cybersecurity initiatives.
  • Customer-facing services delivery experience, preferably in a technology company.
  • Strong influence and negotiation skills.
  • Self-motivated.
  • Excellent communication skills, both written and verbal, and presentation skills to build and deliver presentations to internal audiences and customer audiences.
  • 'Whatever it takes' attitude and motivation to deliver on organization goals and be invested in the development of the broader services organization and the services delivery team.
Benefits
  • We offer a dynamic and collaborative work environment, with opportunities for professional growth and development.
  • A comprehensive benefits package, including health insurance, retirement savings plan, and paid time off.
  • A flexible work arrangement that supports work-life balance.
  • A commitment to diversity, equity, and inclusion, with a focus on creating a workplace where everyone feels valued and respected.
About Us

We are a leading provider of cybersecurity solutions, dedicated to protecting the digital way of life. Our mission is to make the world a safer and more secure place, one customer at a time.

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