客户支持总监
Director Customer Support
**关于 SecurityScorecard：**
SecurityScorecard 是网络安全评级领域的全球领导者，目前持续对超过 1200 万家企业进行评级，在 64 个国家开展业务。由安全和风险专家 Dr. Alex Yampolskiy 和 Sam Kassoumeh 于 2013 年创立，并获得世界级投资者的支持。SecurityScorecard 的专利评级技术被超过 25,000 家组织用于自我监控、第三方风险管理、董事会报告和网络安全保险承保，通过让所有组织轻松发现并修复其数字足迹中的网络安全风险，提高整体韧性。
总部位于纽约市，我们的文化曾被 Inc Magazine 评为“最佳工作场所”，被 Crain’s NY 评为“纽约市最佳工作场所之一”，并连续两年被评为纽约最具潜力的 10 家 SaaS 初创公司之一。最近，SecurityScorecard 被列入 Fast Company 2023 年度“全球最具创新力公司”榜单（https://securityscorecard.com/blog/blog-top-innovators-of-the-year/），并荣获 Achievers 2023 年“最具员工参与度的工作场所 50 强”奖项，表彰“在员工参与方面具有前瞻性思维的雇主”。SecurityScorecard 非常荣幸获得 Silver Lake Waterman、Moody’s、Sequoia Capital、GV 和 Riverwood Capital 等世界级投资者的支持。
**关于该职位：**
我们正在寻找一位以 AI 为核心理念的支持负责人，负责管理和提升我们的客户支持职能。该职位位于支持、客户与工程的交汇点。担任该职位的人士对客户体验极度关注，以模式而非工单思考问题，并将每一次支持互动视为可以缩短价值时间、防止下一次升级并推动留存和增长的信号。
该职位采用基于办公地点接近程度的混合工作模式。居住在我们曼哈顿或奥斯汀市中心办公室 75 英里范围内的员工每周需到岗 1-2 天。居住在两个办公室 75 英里范围之外的员工可享受完全远程办公。
**你将负责：**
- 领导并发展一支高绩效的支持团队，构建一个利用 AI 工具更快地分类、解决和转接案件的操作模型，同时不失去对复杂问题所需的人类判断。
- 始终专注于缩短价值时间，并在每个接触点消除摩擦。
- 识别并消除阻碍团队效率的内部障碍，
查看英文原文
**About SecurityScorecard:**
SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.
Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the [World’s Most Innovative Companies for 2023](https://securityscorecard.com/blog/blog-top-innovators-of-the-year/) and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.” SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s, Sequoia Capital, GV and Riverwood Capital.
**About the Role:**
We're looking for an AI-native support leader to own and evolve our customer support function. This role sits at the intersection of support, customers, and engineering. The person in this seat is obsessed with the customer experience, thinks in patterns rather than tickets, and treats every support interaction as a signal that can shorten time to value, prevent the next escalation, and move the needle on retention and growth.
This role follows a hybrid work model based on proximity to our office locations. Employees who live within 75 miles of our Midtown NYC or Downtown Austin office are required to work onsite 1–2 days per week. Employees who live outside a 75-mile radius of both offices are eligible for fully remote work.
**What You’ll Do**
- Lead and develop a high-performing support team, building an operating model that uses AI tools to triage, resolve, and route cases faster, without losing the human judgment high value customers need for complex issues.
- Relentless focus on reducing time to value and removing friction at every touchpoint.
- Identify and remove internal blockers that slow the team down, whether that’s tooling, process, staffing, or cross-team handoffs.
- Partner closely with Product on the support roadmap, feeding customer signal into prioritization and closing the loop on shipped fixes.
- Analyze support case data to identify patterns and emerging trends, and work directly with Engineering to get ahead of issues before they escalate or repeat at scale.
- Build and maintain an escalation management process that catches risk early and keeps the right stakeholders informed.
- Get on calls with customers regularly, this is not a desk-only leadership role. Show up for high-value or high-risk conversations, listen first, and use what you hear to improve the broader system.
- Partner with CSMs and Account teams to align support strategy with account health, renewal conversations, and expansion opportunities.
- Define and track the metrics that matter CSAT, time to resolution, time to value, escalation rate and tie support performance directly to NRR and GRR outcomes.
- Champion a culture of customer obsession across the team: hire, coach, and develop support professionals who listen well and advocate hard for the customer.
**Required Qualifications:**
- 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, implementing or scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection, and you understand both the upside and the 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 rather than working in a silo.
- Excellent listening skills and genuine comfort being customer-facing, including joining live calls when it matters.
- A 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 centered on the customer.
**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 those workflows.
- Experience building or scaling a support function through a period of growth.
**Benefits:**
Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!
The estimated total compensation range for this position is $170,000 - $185,000 USD (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.
_SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law._
_We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact talentacquisitionoperations@securityscorecard.io._
_Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law._
_SecurityScorecard does not accept unsolicited resumes from employment agencies. Please note that we do not provide immigration sponsorship for this position. #LI-DNI_