Director of Customer Support, Hypori
Cyber security platform
Job no longer available
Cyber security platform
101-200 employees
Job no longer available
101-200 employees
Company mission
To provide secure access to data from any device, anywhere.
Role
Who you are
- 5+ years of experience in a customer support leadership role
- Strongly preferred at a SaaS company in a multi-tenant, complex environment
- Must have experience building, integrating, and maintaining service desk ticketing systems such as ServiceNow, Zendesk, or similar
- Demonstrated experience in developing and implementing customer support strategies and programs
- Superb troubleshooting and problem-solving skills to quickly identify root cause and handle escalations
- Strong working knowledge of computer office applications, and operating systems
- Strong leadership and team-building skills
- Strong problem-solving and decision-making skills
- Excellent communication and interpersonal skills
- Ability to excel in a fast-paced, dynamic, high-growth environment
- Bachelor’s degree in computer science, information technology, business operations, or a similar field; or equivalent combination of education and experience
What the job involves
- Hypori Inc. is seeking a driven and experienced Director of Customer Support to join our team
- The Director of Customer Support will report to the Chief Customer Officer and be responsible for leading our Customer Support teams in providing world-class, scalable, and highly responsive service to our customers
- Build and lead a high-performing customer support team that is effective in delivering great service to all customer types (both Federal and Commercial)
- Develop and implement strategies to enhance the customer experience and ensure customer satisfaction
- Heavy emphasis on operational effectiveness to keep Support levels in-line with customer expectations in a rapidly scaling business
- Establish and maintain customer service standards, policies, and procedures
- Identify and implement customer support metrics to monitor performance and make data-driven decisions
- Develop and implement methods to record, assess, and analyze customer feedback
- Collaborate with cross-functional teams to resolve customer issues and complaints
- Communicate regularly with customers to gather feedback and improve service quality
- Stay abreast of industry trends and best practices in customer support for SaaS products
- Identifies and recommends or acquires updates and expansions to technology, equipment, and policies that may improve customer service and retention
- Creative thinking – the ability to come up with new ideas to improve customer service standards and improve operational efficiency
Our take
The BYOD (bring your own device) trend enables employees of organizations to use their own technology to access privileged and sensitive company information and applications. While essential for many organizations - especially with the endurance of remote working culture - this approach can pose security issues.
Hypori is a company that aims to help organizations address these issues, with a security and management solution that protects corporate apps and data on personal mobile devices. It ensures that data is only stored in a cloud-based virtual environment, and isn't transferred or stored on a physical endpoint device.
Hypori works with clients that include the US Department of Defense and corporate enterprises in finance, healthcare, education, and software. It is seen as an industry leader in BYOD security, has raised significant investment, and is enjoying a period of growth. Funds will go towards solidifying this leadership whilst capitalizing on the rise of remote working and demand for Zero Trust Architecture technologies.
Steph
Company Specialist at Welcome to the Jungle
Insights
56% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2025
$12m
SERIES B
Mar 2023
$12.5m
SERIES B
Total funding: $68.9m
Company benefits
- Performance Bonuses
- 401k Savings Plan and Company Match
- Traditional (pre-tax), Roth (after tax) and catch-up deferral options
- Numerous Investment Options
- Stock Option Program
- Culture of Ownership
- Health Insurance – 3 Plans to Choose From
- HSA Plan with Company Contribution
- Dental Insurance – Basic and Buy Up Plan
- Vision Insurance
- Critical Illness Insurance, Hospital Indemnity Plan & Accident Insurance
- Flexible Spending Account Plan
- Flexible Spending Account - Dependent Care Plan
- Short- and Long-Term Disability Insurance
- Life and AD&D Insurance
- Wellness Programs
- Employee Assistance Program
- Fitness and Wellness Discount Programs
- Legal Shield and ID Shield
- 10 Paid Holidays + 2 Floating Holidays
- Generous and flexible Paid Time Off (3 weeks)
- Paid Military Leave
- Paid Parental Leave
- Remote work program
- Careers across the US
- Employee Referral Bonuses range from $5,000 - $10,000
Company HQ
Hunter Mill District, Reston, VA
Leadership
Jared Shepard
(CEO, not founder)After being a Lead Technical Planner in the US Army, they became a Lead Technical Planner at BLACKHAWK Management Corporation. They have co-founded Intelligent Waves and Warriors Ethos (where they continue to serve as Chair of BoD). Joined Hypori in 2020 as CEO.
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