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Customer Service
Tier 3 Customer Support Manager
@Keyfactor, Inc.
[Hiring] Tier 3 Customer Support Manager @Keyfactor, Inc.
Apr 05, 2025 - Keyfactor, Inc. is hiring a remote Tier 3 Customer Support Manager. 💸 Salary: salary will be commensurate with experience.. 📍Location: USA.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
Customer Support Manager leads support operations regionally or globally for a specific support tier (Tier 1, 2, or 3), ensuring high-quality service, handling escalations, collaborating internally, and driving continuous improvement.
- Leads, mentors, and manages a team of customer support team leads and engineers, fostering a culture of excellence and professional growth.
- Develops team capabilities through training, coaching, and ongoing professional development initiatives.
- Conducts regular performance evaluations, provides constructive feedback, and creates comprehensive development plans.
- Oversees support service delivery, ensuring adherence to SLAs and high customer satisfaction levels.
- Manages high-priority customer escalations, ensuring timely resolution with clear and proactive customer communication.
- Partners with support tiers, product development, and engineering teams for effective escalation and resolution of customer issues.
- Collaborates with sales and customer success teams to align support activities with customer needs and business goals.
- Provides strategic feedback to internal stakeholders for product enhancements and process optimizations.
- Develops robust escalation management processes to handle critical customer issues efficiently.
- Coordinates with global support teams for consistent and effective resolution of escalations across regions.
- Maintains transparent communication with customers and internal stakeholders during escalations to ensure satisfaction.
- Contributes to the creation, maintenance, and enhancement of a comprehensive knowledge base for technical knowledge and SOPs.
- Encourages knowledge sharing and continuous learning within the support team to improve efficiency and effectiveness.
- Supports initiatives to optimize the knowledge management system for better accessibility and usability.
- Analyzes and reports on case trends and metrics to identify improvement opportunities and drive operational excellence.
- Oversees case assignments and team availability to meet workload demands and SLA targets effectively.
- Leads escalations of key cases across departments to ensure prompt and effective resolution.
Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience.
- Strong experience in customer support, with leadership roles in senior technical teams and junior support leaders.
- Strong knowledge of cryptography and PKI solutions.
- Proven ability to manage complex projects and multiple priorities.
- Proven ability to manage global teams and complex support operations.
- Strong analytical skills and experience with support metrics and data analysis.
- Strategic thinking and ability to drive continuous improvement.
- Excellent leadership and decision-making skills.
- Ability to manage escalations effectively and maintain customer satisfaction.
- Advanced knowledge of IT service management principles and ITIL and NIST frameworks.
- Professional or Technical certification in support such as Certified Support Professional CSP, Customer Service Manager CSM, ITIL foundation or Security+ are desirable.
Requirements
- Up to 10% travel time required.
Benefits
- Second Fridays (a company-wide day off on the second Friday of every month).
- Comprehensive benefit coverage, paid for by the company for you and your dependents (US).
- Generous paid parental leave (US).
- Dedicated employee-focused ambassadors via Key Contributors & Culture Committees.
- DIVERSE Commitment, a call to action for a more inclusive and diverse future in business, society, and technology.
- The Keyfactor Alliance Program to support DEIB efforts.
- Wellbeing resources, wellness allowance, mindfulness app free membership, Wellness Wednesdays.
- Global Volunteer Day, company non-profit matching, and 3 volunteer days off.
- Unlimited time off (US) and competitive time off globally.
- Monthly Talent development and Cross Functional meetings to support professional development.
- Regular All Hands meetings – followed by group gatherings.
Company Description
Keyfactor is a proud equal opportunity employer including but not limited to veterans and individuals with disabilities.
Applicants with disabilities may contact a member of Keyfactor’s People team via people@keyfactor.com and/or telephone at 1.216.785.2990 to request and arrange for accommodations at any time.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
💸
salary will be commensurate with experience.
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Apr 05, 2025
|
️
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
