14 days old

Director of Support

Bugcrowd
Nationwide, Other 94111
  • Job Code
    141885246

Bugcrowd is the worlds #1 crowdsourced security company. Our award-winning platform combines actionable, contextual intelligence with the skill and experience of the worlds most elite hackers to help leading organizations solve security challenges, protect customers, and make the digitally connected world a safer place.

The Bugcrowd Support Team is looking for a Head of Support to join our team - working in a unique and thriving marketplace that simultaneously works with both B2B clients (Tesla, Atlassian, Intercom, etc.) and our ever-growing base of freelance Security Researchers. The Bugcrowd Support Team is the initial point of contact for both Researchers and Program Owners for all questions, issues, and escalations regarding interactions on, and usage of the Bugcrowd platform.

About the role:

The Head of Customer Support plays an integral role in establishing the systems, processes and people that will form the backbone of Bugcrowds support experience. In this role, you will be responsible for enabling Bugcrowd to deliver a world-class support experience to our rapidly expanding base of Customers and Researchers in a high-paced, dynamic, and high growth environment.

This key role will report to the VP of Customer Experience and requires a combination of support understanding within a SaaS environment and a proven track record in building out systems and processes which provide a best in class support experience.

You will oversee our Support team, lead our strategy across all support channels and work cross-functionally to enable the success of our Customers and Researchers through the Bugcrowd platform.

In this role, you will:

  • Design and implement new strategies, procedures, and standardization
    • Select and architect an optimal technology stack for customer support, including components such as ticketing systems, chat, etc.
    • Lead integration of our customer support platform with other key business platforms (i.e. CRM)
    • Leverage an excellent track record of project/program management involving operational processes
  • Develop a world-class support team structure
    • Rapidly scale Bugcrowds support operation to a high standard with KPIs and training procedures (i.e.Response and Resolution Times, Client Satisfaction Score, Feedback Management)
    • Ensure volume forecasts and planning requirements are built to manage peak volume periods to ensure achievement of KPIs
  • Provide dynamic leadership - recruit, develop, and retain a high-performing team of support engineers with exceptional communication and collaboration skills and deep experience in the Bugcrowd platform.
  • Demonstrate a strong collaborative nature and experience working in multifunctional teams to identify opportunities to improve the support experience.
  • Translate technical topics to a non-technical audience with exceptional communication skills

Desired Skills & Experience:

  • 7+ years of management experience, leading business systems teams
  • Excellent organizational skills and time management skills with a proven ability to meet deadlines.
  • Detail-oriented with the ability to manage/delegate changing/competing priorities while maintaining composure and flexibility in an ever-changing environment.
  • Deep experience in implementing customer support technologies, such as Zendesk, Salesforce Service Cloud, contact center platforms, knowledge management platforms, etc.
  • Strong analytical and problem-solving skills. Data-driven decision maker with demonstrated experience and comfort with business intelligence tools.
    • Experience identifying, baselining, and tracking KPIs
    • Demonstrated experience with establishing robust metrics and analysis including workforce planning, productivity, SLAs, C-SAT and KPIs
    • In-depth knowledge of support tools (chat, ticketing, CRM) and proven strategies to leverage and optimize workflows through Zendesk
  • Excellent written and verbal communication skills.
  • Proven ability to develop and manage budgets
  • Experience supporting SaaS solutions, preferably in the security space.
  • Grit. We don't have all the answers, but you'll need to find them.

Bonus points if youre conversant in:

  • General web concepts (http, web applications, etc.)
  • Integrations (JIRA, SAML, API)
  • Incident/Crisis Management
  • Web application security concepts (e.g. OWASP Top Ten)

Culture:

  • At Bugcrowd, we understand that diversity in the workplace is vital to a companys success and growth. We strive to make sure that people are included and have a sense of being part of making Bugcrowd not only a great product but a great place to work.
  • We regularly hear from both customers and researchers that Bugcrowd feels like a family, and we strive to maintain that internally as well.
  • Our team consists of a broad range of people: musicians, adventure sports junkies, nature lovers, parents, cereal enthusiasts, night owls, cyclists, artistsyou get the point.

Perks:

  • Competitive salary and stock options.
  • Opportunities to attend & host relevant conferences & meetups.
  • Flexible vacation time.
  • Exceptional medical, dental & vision coverage.
  • Generous allowance to build the workstation that suits you.
  • Company-sponsored off-sites and celebrations.
  • Mental Health Days
  • Pre-tax commuter benefits.
  • 401k.

At Bugcrowd, we are solving security threats and vulnerabilities that are relevant to everyone, therefore we believe solving these problems takes all kinds of backgrounds. We value the perspectives and experiences people from underrepresented backgrounds bring. We are a supportive & collaborative team who understand that reaching Bugcrowds potential depends on the happiness of the employee.

Background Checks:

The company is authorized to obtain background checks for employment purposes under state and federal law. Background checks will be conducted for positions that involve access to confidential or proprietary information (including trade secrets).

Background checks may include Social Security verification, prior employment verification, personal and professional references, educational verification, and criminal history. Applicants with conviction histories will not be excluded from consideration to the extent required by law.





PI141885246

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Posted: 2021-07-19 Expires: 2021-08-19
Sponsored by:
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Director of Support

Bugcrowd
Nationwide, Other 94111

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