Customer Support and Services Operations Manager, Synack
$140-165k
More information about location
Security testing platform
Be an early applicant
Security testing platform
201-500 employees
Be an early applicant
$140-165k
More information about location
201-500 employees
Company mission
To create technology that unleashes the best cybersecurity talent to secure our digital world.
Role
Who you are
- Bachelor’s degree in Business, Operations, Information Systems, or related field (or equivalent)
- 5+ years of experience in customer support or operations, with 2+ years in a managerial role
- Experience managing teams in a fast-paced, dynamic environment
- Proven experience delivering services to customers (e.g., Support, Special projects)
- Skilled at balancing people management with project ownership, tied to business initiatives
- Excellent written and verbal communication skills
- Strong attention to detail and a commitment to operational excellence
- Experience with support tools like Zendesk, SFDC Service Cloud, Jira, and Gainsight
- Ability to collaborate with cross-functional teams (Service Delivery, CSM, Engineering)
- Analytical and intellectually curious, proactive in seeking solutions to problems, and focused on creating solutions for customers and the company
- Demonstrated skills in data-driven decision-making and customer conditions
- Experience in Cybersecurity or Application Security is a plus
What the job involves
- As the Manager of Customer Support and Operations, you’ll oversee the team responsible for delivering exceptional support to our customers and internal stakeholders while ensuring the smooth operation of our support processes
- You will play a crucial role in developing support strategies, optimizing operations, and ensuring customers receive timely, effective solutions
- In this role, you’ll work closely with cross-functional teams including Customer Success, Service Delivery, and Product Engineering, to ensure alignment on customer needs and priorities
- Team Leadership and Development
- Lead, mentor, and develop a high-performing customer support team to exceed service level targets and customer satisfaction goals
- Conduct regular team training sessions on product knowledge, customer service skills, and operational processes
- Foster a collaborative and inclusive team environment promoting open communication, positive culture, and continuous improvement
- Set clear performance expectations, establish goals, and provide regular feedback to team members to ensure individual and team success
- Lead by example, demonstrating a strong work ethic, integrity, and professionalism in all interactions
- Support the development of training program(s), maintenance of internal documentation, and onboarding of new hires accordingly
- Operations Management
- Oversee day-to-day support operations, including case management, issue resolution, test health metrics, special projects, and process standardization
- Develop, monitor, and report on KPIs including response times, resolution times, SLA adherence, and customer satisfaction scores
- Identify and implement process improvements, automation, and strategies to boost efficiency
- Develop a support strategy to include staffing, service levels, and processes to achieve a 24x7 support model
- Implement and manage customer facing knowledge bases and support documentation
- Ensure timely, empathetic customer communication and issue resolution
- Collaborate with cross-functional teams to optimize processes, drive process improvements, and deliver high-quality results
- Analyze support metrics and customer feedback to identify trends/improvement opportunities
- Leverage data insights to enhance the customer support experience
- Manage multiple projects with competing priorities while maintaining consistent service standards
- Stakeholder Management
- Work closely with the Customer Success and Service Delivery teams to understand customer needs, prioritize cases, and drive satisfaction
- Build and maintain strong relationships with internal and external stakeholders, ensuring effective communication, collaboration, and alignment of objectives
- Collaborate with senior leadership and other departmental managers to drive cross-functional initiatives and achieve organizational goals
Our take
As the cyberthreat landscape continues to get more complex, there is a need for sophisticated solutions. Fuelled by expertise in countering kinetic and cyber threats, Synak was founded to deliver on-demand security testing to meet this need.
Synack fosters an ecosystem where world-class security researchers collaborate to provide continuous penetration testing and vulnerability management. This allows the company not only to supply actionable results but also to cultivate a community-based approach to knowledge sharing.
In 2022, Synack was integrated into Microsoft Intelligence. This allowed it to bolster its innovation through collaboration with Microsoft's vast resources and expertise. As a result, Synack has fortified its position at the forefront of cutting-edge security solutions, and continues to launch new capabilities to address the evolving challenges of cybersecurity.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 5 rounds)
May 2020
$52m
SERIES D
Apr 2017
$21.3m
SERIES C
Total funding: $107.3m
Company benefits
- Ample Holidays and Time Off: Depending on where you are in the world, we offer the best and most accommodating time off policies, bar none. We believe in working hard to play hard
- Paid Parental Leave: Proud parent-to-be? We are thrilled for you and recognize this is a time you don't want to miss. Synack provides team members with a generous paid parental leave policy
- 100% Covered Health Plan Benefit: Our people are our greatest asset, and that's why we invest in high-quality healthcare coverage for our employees with comprehensive medical, dental and vision benefits in the U.S.
Company values
- Solving Big Problems: We love tough challenges and are always reaching for ambitious goals. We tackle them with innovative ideas, tenacity and by empowering our teams to solve big problems
- Passion for our Mission and Customers: We love helping to protect our customers by bringing deep expertise, experience and thoughtful partnerships
- Strive for Excellence: We have exceptionally high standards, are outcome driven and never stop focusing on improvements
- We are a Team: We believe that respect and trust of each other’s unique experiences are the foundations of great teams and we foster accessibility, openness and transparency
Company HQ
Redwood Shores, Redwood City, CA
Articles
Leadership
Jay Kaplan
(Co-Founder & CEO)Graduated from the George Washington University with an MS in Engineering Management. Previously worked as a Computer Scientist at the Defense Information Systems Agency and as a Senior CNO Analyst at the National Security Agency.
Mark K.
(Co-Founder & CTO)Graduated from Auburn University with a Ph.D. in Computer Science. Previously worked as an Advisor at CloudKnox Security and as a CNE Analyst at Novetta.
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