Manager Customer Support

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• The Manager, Customer Support role is responsible for all aspects of customer post-sales support to our customers and partners. The support team is responsible for handling support requests using the follow-the-sun model in the EMEA region and provide support for other geographies such as APAC and Americas requesting assistance. As a Support Manager, your passion for exceeding customer expectations will flourish as you lead a team of high caliber Support Engineers in delivering exceptional customer experience to our global customer base. You will be responsible for the management, professional growth and development of the team. As a key member of the leadership team you are also responsible for delighting our customers, developing excellent staff and achieving both tactical and strategic business development objectives. This role requires a high level of professional communication to all stakeholders.
• The Manager of Customer Support is also responsible for short and long-term performance management of his/her direct reports, including managing individual operational indicators, written performance reviews, and career planning. Responsibilities include:
• Implement the service delivery strategy defined by the organisation.
• Manage the business and operational excellence of our customer support organisation
• Ensure that quality and service delivery standards are met and exceeded
• Collaborate with other organisation such as Sales, Marketing, Operations, Engineering, QA, and IT to improve overall customer satisfaction objectives
• Manage the support operations and performance activities, customer satisfaction
• Drive operational improvements as it relates to customer satisfaction
• Represent the Services functions as necessary on product teams and in various other Company decision-making forums
• Evaluate and develop staff
• Manages the activities of a group/department of technical support engineers and leads
• Closely monitoring top support issues after product launch, identifying gaps across all Support tiers worldwide in support tools / resources needed to better support new features.
• Improve processes and use automation and AI tooling to raise team productivity and customer experience.
• Collect and analyse support centre metrics to guide decisions about product and support quality
• Handle escalations, initiate conference calls, drive escalations to positive closure by providing timely status update all the stake holders
• Set Goals (KPI) and Review team performance daily, weekly, quarterly and half yearly
• Experience with phone home and proactive support best practices
• A Bachelor’s degree in any discipline
• 5+ years in technical customer support, with 2+ years managing a support or technical team.
• Excellent written & verbal communication skills
• Planning, Decision Making, Staffing, Process Improvement
• Excellent inter-personal and teamwork skills
• Should ensure high level of quality in process deliverables
• Self-driven, proactive, hardworking, team-player with a good sense of humour
• Should be open to work in any shift timing
• Company (RBRK), the Security and AI Operations Company, leads at the intersection of data protection, cyber resilience, and enterprise AI acceleration. Company Security Cloud delivers complete cyber resilience by securing, monitoring, and recovering data, identities, and workloads across clouds. Company Agent Cloud accelerates trusted AI agent deployments at scale by monitoring and auditing agentic actions, enforcing real-time guardrails, fine-tuning for accuracy and undoing agentic mistakes.
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• At Company, we are dedicated to fostering a culture where people from all backgrounds are valued, feel they belong, and believe they can succeed. Our commitment to inclusion is at the heart of our mission to secure the world’s data.
• Our goal is to hire and promote the best talent, regardless of background. We continually review our hiring practices to ensure fairness and strive to create an environment where every employee has equal access to opportunities for growth and excellence. We believe in empowering everyone to bring their authentic selves to work and achieve their fullest potential.
• Our Company: We are committed to building a merit-based organization that offers equal access to growth and success for all employees globally. Your potential is limitless here.
• Our Culture: We strive to create an inclusive atmosphere where individuals from all backgrounds feel a strong sense of belonging, can thrive, and do their best work. Your contributions help us innovate and break boundaries.
• Our Communities: We are dedicated to expanding our engagement with the communities we operate in, creating opportunities for underrepresented talent and driving greater innovation for our clients. Your impact extends beyond Company, contributing to safer and stronger communities.