Customer Support Manager
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Job Description
Customer Support Manager leading high-performing support teams for Sembi's brands. Ensuring customer satisfaction and driving performance while coaching globally distributed teams.
Responsibilities:
- Take full ownership of customer satisfaction, ensuring all issues are actively managed to resolution.
- Delegate effectively while maintaining accountability for outcomes and keeping customers informed throughout the process.
- Monitor and report on key support metrics, ensure SLA adherence, and manage high-priority escalations.
- Partner with Product, Engineering, and Customer Success teams to close feedback loops and improve customer experience.
- Provide mentorship and strategic direction to Support engineers, fostering a sense of ownership, consistency and collaboration.
- Review and analyze customer feedback to identify recurring issues and improvement opportunities.
- Continuously evaluate internal workflows to identify inefficiencies and propose actionable improvements.
- Drive Customer Support Escalations and interface with strategically opinionated customers.
Requirements:
- 5+ years of experience in technical support, with a preferred 2+ years in a leadership role.
- Proven track record in Security and SaaS or software product support environments.
- Understanding of support KPIs, reporting, and service management tools (Zendesk, Jira).
- Excellent written and verbal communication skills, with the ability to convey complex issues clearly.
- Ability to support customers across platforms (e.g., mobile, desktop, server, embedded) and languages (e.g., Java, .NET, C/C++, Android, iOS).
- Preferred: Experience managing or aligning remote, globally distributed support teams.
- Preferred: A subject matter expert for code obfuscation, application protection, and anti-tamper technologies.
Benefits:
- An Equal Opportunity Employer - All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
- Sembi, Inc. will process and retain your resume and related personal information solely for recruitment and hiring purposes.
- Resumes of unsuccessful candidates will be securely deleted within twelve (12) months of the hiring decision, unless a longer period is required by law or you provide explicit consent for continued retention (e.g., for consideration for future opportunities).
- In compliance with applicable privacy laws, including the EU General Data Protection Regulation (GDPR), you have the right to request access to, correction of, or deletion of your personal information at any time by contacting [email protected].
- Sembi, Inc. does not sell candidate data and will ensure that all personal information is processed securely and in accordance with relevant data protection regulations.
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