Customer Service Operations Manager, Dispel

• 4+ years managing technical or customer-facing teams in SaaS, cybersecurity, or services
• Strong technical background (networks, Ubuntu, Windows)
• Proven customer-facing experience
• Hands-on, humble, and ownership-driven leadership style
• Comfortable operating in ambiguity and high-growth environments
• Excellent written and verbal communication skills

Desirable

• The Technical Customer Manager is a people leader responsible for owning the end-to-end customer experience across onboarding, implementation, support, and ongoing service delivery
• This role sits at the intersection of technical execution, customer success, and operational excellence, ensuring that customers realize fast, measurable value from Dispel while teams operate with clarity, empathy, and accountability
• This leader is hands-on, humble, and outcome-oriented — equally comfortable setting strategy, coaching entry-level through staff-level ICs, and stepping into live customer situations when needed
• End-to-end customer outcomes across implementation, support, and ongoing delivery
• A team of 8–10 customer-facing technical specialists
• Service quality, escalation management, and operational consistency
• Partner with Product and Engineering on complex bugs or architectural concerns
• Owns customer experience from implementation through steady-state delivery
• Leads and develops a high-performing, customer-facing technical teams
• Acts as a senior operational and customer advocate within Dispel
• Team Leadership & Development
• Hire, coach, and retain high-performing technical customer teams
• Set clear expectations, career paths, and performance goals
• Foster a culture of ownership, psychological safety, and continuous improvement
• Be present in the NYC office the majority of the week for hands-on leadership
• Execution & Operations
• Balance team capacity across onboarding, support, and delivery
• Remove blockers, reprioritize as needed, and lead from the front during crunch time
• Define and track KPIs across service delivery and customer health
• Run operational cadences (standups, planning, retros, reviews)
• Customer Engagement & Escalations
• Serve as a senior escalation point for complex or high-impact issues
• Join customer calls as a trusted technical advisor
• Lead structured troubleshooting and incident response
• Ensure clear, empathetic, outcome-driven communication
• Implementation & Product Partnership
• Co-own onboarding and implementation with Account Management
• Drive fast time-to-value and consistent product ramp experiences
• Partner with Product and Engineering on deployability, usability, and feedback
• Translate customer insights into actionable product input
• Account & Growth Support
• Support renewals and expansions with technical context
• Identify account risks and growth opportunities
• Ensure smooth handoffs across Sales, Implementation, and Support
• This role offers the opportunity to directly shape Dispel’s revenue durability, customer relationships, and future account expansion organization. It is a highly visible leadership position with direct impact on board-level metrics and long-term company value
• Dispel is a fast-growing company built around ownership, accountability, and customer trust
• This is a highly visible leadership role with direct impact on retention, expansion, and long-term company value. You’ll help shape how Dispel delivers for customers as we scale—while building teams grounded in trust, accountability, and technical excellence