Hi, we’re CompanyCam.

We’re a simple-to-use photo documentation and productivity app for contractors of all commercial and home services industries. Packed with intuitive functionality, CompanyCam facilitates unparalleled communication and accountability across a contractor’s entire business. We’re committed to providing a consumer-grade, game-changing experience that helps our users build trust within their company and with their customers.

But don’t let that corporate description fool you—the people behind our buttoned-up product are laid-back (but hardworking), genuine, and kickass, and you could be one of them!

The Role

At CompanyCam, the Manager, Mid-Market Customer Success leads a team responsible for delivering exceptional onboarding, adoption, retention, and expansion outcomes for our mid-market customers. This role owns the post-sale customer lifecycle and is accountable for driving Gross Revenue Retention (GRR), Net Revenue Retention (NRR), implementation success, and long-term customer growth.

This is a highly visible leadership role for someone who thrives in a fast-paced SaaS environment and enjoys balancing people leadership, operational excellence, and strategic customer engagement. The ideal candidate is both a builder and a coach — capable of scaling processes, developing high-performing teams, and stepping directly into complex customer situations when needed.

Location: This is a remote position. You must live and work permanently in the U.S. to be considered.

What You’ll Do

• Lead, coach, and develop a team of Mid-Market Customer Success Managers and Implementation Specialists, setting a high bar for customer outcomes and team performance
• Create a culture of accountability, ownership, and continuous improvement across the customer success organization
• Manage team performance across onboarding, adoption, retention, renewals, and expansion initiatives
• Own team-level KPIs including GRR, NRR, customer health, implementation timelines, and retention metrics
• Partner with team members on account strategy, customer escalations, renewal planning, and risk mitigation efforts
• Improve onboarding workflows and implementation processes to help customers achieve value quickly and consistently
• Use customer data and trends to identify risks, opportunities, and areas for operational improvement
• Collaborate cross-functionally with Sales, Product, Engineering, and leadership to improve the customer experience and influence segment strategy
• Support strategic customer relationships and high-impact accounts when needed
• Assist with hiring, onboarding, and ongoing development of Customer Success team members

The Impact You’ll Have

At CompanyCam, your work makes a real impact. Whether you’re writing code, supporting customers, or designing experiences, your contributions directly shape the product we deliver and the people we serve. We’re building something that helps real people solve real problems—and we believe that kind of work is best done by a team that reflects the world around us. I n this role, you’ll drive impact by:

• Lead and develop a high-performing Mid-Market Customer Success team focused on onboarding, adoption, retention, and expansion
• Drive measurable improvements in GRR, NRR, implementation timelines, and overall customer health
• Build scalable processes and operational frameworks that improve the customer lifecycle experience
• Partner cross-functionally with Sales, Product, and leadership to improve customer outcomes and segment strategy
• Strengthen customer relationships by supporting strategic accounts, mitigating risk, and driving long-term value realization
• Create a culture of accountability, ownership, and continuous improvement across the Customer Success organization

What You’ll Bring

• 3–5 years of experience in Customer Success, Account Management, Onboarding, or related customer-facing roles
• 1–2 years of leadership or people management experience, preferably within SaaS or a high-growth technology environment
• Experience managing customer retention, adoption, onboarding, or expansion initiatives
• Strong operational mindset with experience using KPIs and customer metrics to drive decisions and improve outcomes
• Excellent communication and relationship-building skills with customers, executives, and cross-functional stakeholders
• Ability to balance strategic thinking with hands-on execution in a fast-paced environment
• Strong problem-solving skills, customer advocacy, and a proactive approach to improving processes
• Comfortable navigating ambiguity while driving accountability and clarity across teams
• Experience supporting mid-market or commercial customer segments preferred
• Construction, field services, or related industry experience is a plus
• Strong operational mindset with experience managing KPIs, processes, and customer performance metrics
• Experience partnering cross-functionally with Sales, Product, and leadership teams
• A continuous growth-mindset, with a focus on learning, embracing challenges, and continuously improving.
• A knack for creativity and innovation, bringing fresh ideas to the table and solving complex problems.

Benefits & Compensation

This is a salaried position at CompanyCam. Our starting salary range is $81,000 per year and is based on experience. Our average on target earnings (OTE) are around $105,000. We also offer meaningful equity and other benefits.

CompanyCam is an equal-opportunity employer committed to respect, inclusion, and growth. We work hard, take responsibility, and support each other. Great ideas come from all backgrounds, and we carefully consider every applicant without regard to personal characteristics or traits. Even if your work experience doesn’t align perfectly, we encourage you to apply. What really matters to us is your potential, your passion, and your commitment to learning, innovation, and contributing meaningfully to our team.

For any accommodations or technical issues related to the online application or interview process, please email jobs@companycam.com and we’ll respond promptly. Please do not include any medical or health information in your message.

Note: Resumes sent to this email will not be reviewed or responded to. To be considered for a position, you must apply directly through our careers page.

Headquarters: Remote
URL: http://onthegosystems.com

WPML is the world's most popular multilingual plugin for WordPress. We power hundreds of thousands of paying customers. Our customers are agencies, store owners, publishers, and governments. We have been profitable for over a decade. We ship real software that real customers depend on. We are not a startup looking for product-market fit. We are a mature company that needs someone to own one of our most important numbers.

The Job

You own retention. Not coordinate it. Own it.

That means:

• Churn rate, renewal rate, and net revenue retention are yours. You set the targets. You build the plan. You ship the work. You report the results.
• Our NPS program and our public-rating surfaces (Trustpilot, Capterra, G2) are metrics you move. They are not projects you status-report on.
• You lead the existing Retention team and shape its evolution. You coach the team. You get more from the people on it than they are getting from themselves today. The team's shape will evolve as your AI-amplified work scales.
• You work with Support, Engineering, and Product as your three core counterparts. Support is where today's churn signal lives. You constantly mine what is trending and what customers are struggling with right now. You will not request reports from Support. You will use our internal intelligence tools and look yourself. Engineering and Product are where you ship retention-critical fixes. You arrive with business cases that make prioritization obvious.
• You report to the CEO directly. No layers. No fancy slides. Only results.

Who You Are

• You want to be doing the work, not just managing it. Your best weeks are the ones where you wrote the strategy, ran the analysis, drafted the comms, and shipped the experiment yourself. AI tools are part of your daily working stack. You use them to do more, not to escape doing. If you have been promoted away from doing the work and you miss it, this is the job.
• You have measurably moved a retention metric at a previous company. You can describe exactly how. Specific numbers. Specific actions. Specific results.
• You come from a self-serve B2B SaaS. SMB, prosumer, or developer tools. You know the difference between running a self-serve renewal motion and running an enterprise CSM team. You have done the former.
• You are data-fluent. You read funnels for fun. You can write SQL or instruct an analyst precisely.
• You decide. When you have 70% of the information, you commit and adjust. You do not escalate decisions back to your CEO that you were hired to make.
• You treat coordination as the cost of the work, not the substance of it.

If your most recent experience is enterprise CSM with a dedicated book of accounts, this is not the role.

What We Offer

• A real metric to move. The authority to move it.
• Direct, regular access to the CEO. No politics. No committees.
• An AI-amplified working culture. The CEO uses AI tools daily for analysis, drafting, and strategic work. You are expected to do the same. We invest in the tooling and the team norms that let a small operation punch above its weight.
• Competitive senior-leadership compensation. Specifics with HR.
• 100% remote since 2008. Strong async culture. Modest meeting load. Real flexibility on hours.
• Competent counterparts. Our engineering team ships. Our product team ships. Our support team is in daily contact with customers and produces real intelligence about what is breaking. You will not be the only person trying to make things happen.
• Direct access to customer intelligence. We have internal tools that let you probe support trends, ticket patterns, account behavior, and churn signals on demand. No reports to request. No meetings to schedule. The data is in front of you whenever you want to look.
• Generous time off. Education and conference budget. Hardware.
• A 17-year-old profitable company. Stability without bureaucracy.

We’re excited to hear from people who enjoy building, improving, and making a real impact, and we look forward to learning more about you!

To apply: https://weworkremotely.com/remote-jobs/onthegosystems-head-of-customer-success

About us:

At Pencil, we are driving innovation in advertising technology through our state-of-the-art SaaS product, which harnesses Generative AI to redefine content creation. Our mission is to make AI the default in advertising without replacing creative people. To achieve this, we need to make sure that our technology isn’t just in the hands of big brands — we need to help global enterprises transform how marketing and creative operations work at scale.

As Director, Customer Success, you will lead one of Pencil’s most strategic enterprise partnerships. You’ll oversee a dedicated cross-functional account team supporting Target’s North American business, partnering closely with Technical and Production leadership to drive adoption, operational excellence, and long-term account growth.

This role blends strategic customer leadership, operational management, and team development. You will act as the senior post-sale relationship owner for the account while ensuring the broader account pod operates effectively across customer success, technical implementation, creative production, enablement, and workflow transformation initiatives.

You’ll also directly manage a Senior Customer Success Manager, helping shape how we scale enterprise customer success at Pencil.

Preference for candidates in Eastern Time Zone

Key responsibilities:

Strategic Customer Leadership

• Own the overall customer relationship for the Target North America business.
• Build trusted relationships with executive and operational stakeholders across the client organization.
• Lead strategic account planning focused on adoption, retention, workflow transformation, and growth opportunities.
• Drive quarterly business reviews, executive reporting, roadmap discussions, and escalation management.
• Identify opportunities to deepen Pencil’s value across workflows, business units, and creative operations.
  
  

Team Leadership & Cross-Functional Management

• Directly manage a Senior Customer Success, Technical Manager
• Report into VP, Customer Success
• Lead the broader Target account pod in partnership with dedicated Technical and Production Leads.
• Create strong alignment across Customer Success, Technical Solutions, Production, Product, and Commercial teams.
• Establish clear operating rhythms, accountability structures, and communication processes across the account team.
• Support coaching, mentorship, and development within the Customer Success organization.
  
  

Operational Excellence & Delivery Oversight

• Ensure successful onboarding, implementation, workflow adoption, and ongoing customer enablement.
• Partner closely with Production and Technical leadership to improve operational scalability and delivery efficiency.
• Monitor customer health, adoption metrics, workflow performance, and platform utilization.
• Identify operational bottlenecks and proactively implement scalable solutions.
• Support enterprise change management and transformation initiatives across the client organization.
  
  

Commercial Growth & Account Expansion

• Partner with Commercial and Leadership teams to support renewals and account expansion opportunities.
• Help identify new use cases, workflows, and strategic opportunities for growth.
• Ensure customer success strategies align with broader business and revenue objectives.
• Contribute to strategic planning around enterprise service models and customer engagement frameworks.
  
  

Your background:

• Extensive experience in Customer Success, Account Management, Professional Services, or Enterprise SaaS leadership roles.
• Proven success managing large enterprise or strategic accounts with complex stakeholder structures.
• Experience leading cross-functional teams in fast-paced, high-growth environments.
• Strong operational mindset with experience building scalable processes and ways of working.
• Experience partnering closely with technical, implementation, or production/delivery teams.
• Strong executive presence and ability to lead strategic customer conversations.
• Excellent written and verbal communication skills.
• Commercially minded with a strong customer-first approach.
• Experience in SaaS, AI, marketing technology, creative operations, or enterprise workflow platforms is a plus.
  
  

You’ll Thrive Here If You…

• Think strategically and operationally — you can balance long-term customer vision with day-to-day execution.
• Lead through collaboration — you bring cross-functional teams together around shared outcomes.
• Are customer-obsessed — you focus on measurable client impact, adoption, and business value.
• Operate with ownership — you proactively solve problems and drive accountability.
• Are adaptable and solutions-oriented — you thrive in evolving environments and can navigate ambiguity with confidence.
• Communicate clearly and directly — you build trust through transparency, follow-through, and strong partnership.
  
  

KPIs & Success Measures

• Adoption and platform utilization metrics
• Customer retention and expansion performance
• Workflow implementation and operational efficiency improvements
• Executive stakeholder satisfaction and relationship strength
• Team performance, collaboration, and operational alignment
• Strategic account growth and transformation impact
  
  

Benefits:

• 25 days PTO plus public holidays, although we operate a Flexible Time Off scheme
• Health insurance / private medical cover
• Monthly stipend towards cellphone bills
• Remote — work from anywhere in your home country
• Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy
• Access to our Pencil office in The Shard, London for UK employees and SoHo in NYC
• Flexible working hours
  
  

About us:

At Pencil, we are driving innovation in advertising technology through our state-of-the-art SaaS product, which harnesses Generative AI to redefine content creation. Our mission is to make AI the default in advertising without replacing creative people. To achieve this, we need to make sure that our technology isn’t just in the hands of big brands — we need to help global enterprises transform how marketing and creative operations work at scale.

As Director, Customer Success, you will lead one of Pencil’s most strategic enterprise partnerships. You’ll oversee a dedicated cross-functional account team supporting Target’s North American business, partnering closely with Technical and Production leadership to drive adoption, operational excellence, and long-term account growth.

This role blends strategic customer leadership, operational management, and team development. You will act as the senior post-sale relationship owner for the account while ensuring the broader account pod operates effectively across customer success, technical implementation, creative production, enablement, and workflow transformation initiatives.

You’ll also directly manage a Senior Customer Success Manager, helping shape how we scale enterprise customer success at Pencil.

Preference for candidates in Eastern Time Zone

Key responsibilities:

Strategic Customer Leadership

• Own the overall customer relationship for the Target North America business.
• Build trusted relationships with executive and operational stakeholders across the client organization.
• Lead strategic account planning focused on adoption, retention, workflow transformation, and growth opportunities.
• Drive quarterly business reviews, executive reporting, roadmap discussions, and escalation management.
• Identify opportunities to deepen Pencil’s value across workflows, business units, and creative operations.
  
  

Team Leadership & Cross-Functional Management

• Directly manage a Senior Customer Success, Technical Manager
• Report into VP, Customer Success
• Lead the broader Target account pod in partnership with dedicated Technical and Production Leads.
• Create strong alignment across Customer Success, Technical Solutions, Production, Product, and Commercial teams.
• Establish clear operating rhythms, accountability structures, and communication processes across the account team.
• Support coaching, mentorship, and development within the Customer Success organization.
  
  

Operational Excellence & Delivery Oversight

• Ensure successful onboarding, implementation, workflow adoption, and ongoing customer enablement.
• Partner closely with Production and Technical leadership to improve operational scalability and delivery efficiency.
• Monitor customer health, adoption metrics, workflow performance, and platform utilization.
• Identify operational bottlenecks and proactively implement scalable solutions.
• Support enterprise change management and transformation initiatives across the client organization.
  
  

Commercial Growth & Account Expansion

• Partner with Commercial and Leadership teams to support renewals and account expansion opportunities.
• Help identify new use cases, workflows, and strategic opportunities for growth.
• Ensure customer success strategies align with broader business and revenue objectives.
• Contribute to strategic planning around enterprise service models and customer engagement frameworks.
  
  

Your background:

• Extensive experience in Customer Success, Account Management, Professional Services, or Enterprise SaaS leadership roles.
• Proven success managing large enterprise or strategic accounts with complex stakeholder structures.
• Experience leading cross-functional teams in fast-paced, high-growth environments.
• Strong operational mindset with experience building scalable processes and ways of working.
• Experience partnering closely with technical, implementation, or production/delivery teams.
• Strong executive presence and ability to lead strategic customer conversations.
• Excellent written and verbal communication skills.
• Commercially minded with a strong customer-first approach.
• Experience in SaaS, AI, marketing technology, creative operations, or enterprise workflow platforms is a plus.
  
  

You’ll Thrive Here If You…

• Think strategically and operationally — you can balance long-term customer vision with day-to-day execution.
• Lead through collaboration — you bring cross-functional teams together around shared outcomes.
• Are customer-obsessed — you focus on measurable client impact, adoption, and business value.
• Operate with ownership — you proactively solve problems and drive accountability.
• Are adaptable and solutions-oriented — you thrive in evolving environments and can navigate ambiguity with confidence.
• Communicate clearly and directly — you build trust through transparency, follow-through, and strong partnership.
  
  

KPIs & Success Measures

• Adoption and platform utilization metrics
• Customer retention and expansion performance
• Workflow implementation and operational efficiency improvements
• Executive stakeholder satisfaction and relationship strength
• Team performance, collaboration, and operational alignment
• Strategic account growth and transformation impact
  
  

Benefits:

• 25 days PTO plus public holidays, although we operate a Flexible Time Off scheme
• Health insurance / private medical cover
• Monthly stipend towards cellphone bills
• Remote — work from anywhere in your home country
• Enhanced parental leave policies, whether you become a parent through birth, adoption or surrogacy
• Access to our Pencil office in The Shard, London for UK employees and SoHo in NYC
• Flexible working hours
  
  

Working at Omnisend is… kind of boring.

Not the soul-crushing kind of boring — more like the “no drama, no chaos, just smart people doing great work” kind. The kind that lets you focus on what matters, without pointless meetings, micromanagement, or bureaucracy. We’re data-driven. We test, we iterate, we improve. Gut feelings don’t drive decisions — insights do. We trust each other. We’re transparent, give real feedback, and actually listen. No egos, no hand-holding — just a team of experienced professionals moving fast, adapting easily, and delivering impact. Omnisend is customer-funded and customer-driven. Our work is rooted in solving real problems that help ecommerce brands grow. No empty promises — we bring in results. And yes, we have fun. But the grown-up kind — workations, team gatherings, the occasional party. No forced fun, no awkward icebreakers. Just genuine moments with a team that actually enjoys working together.

About the role:

The Team Lead of Account Experts is a people leadership and regional customer success role within Omnisend’s Customer Success organization. In this role, you will lead and coach a team of Account Experts while overseeing the Chinese speaking book of business. You will be responsible for customer health, retention, and client success across the region, ensuring merchants receive proactive, strategic, and high-quality support.

Working closely with other regional leads and Director of Customer Success, you will help turn CS strategy into strong daily execution, improve team performance, identify risks and opportunities, and make sure APAC customers succeed with Omnisend.

What you’ll do @ Omnisend:

• Lead, coach, and develop a team of Account Experts;

• Oversee the Chinese speaking book of business and take ownership of regional customer health, retention, and client success;

• Monitor churn risk, adoption, engagement, renewal readiness, and overall account performance;

• Support the team with complex, strategic, high-value, or at-risk customer accounts;

• Coach Account Experts on ecommerce strategy, email and SMS marketing, product adoption, retention, renewals, and difficult customer conversations;

• Ensure APAC customers are successfully onboarded and receive the right guidance across setup, migration, warmup, campaigns, automations, and ongoing account growth;

• Review customer dashboards, team performance, workload, and open issues to ensure timely follow-up and strong execution;

• Own first-level customer escalations for the book of business;

• Drive consistency in customer communication, account planning, QBRs, documentation, and best-practice sharing;

• Share customer insights, risks, trends, and feedback with the Customer Success team.

• Foster a culture of accountability, ownership, collaboration, and continuous improvement.

We expect that you’ll bring:

• 2+ years of experience in Customer Success, Account Management, ecommerce, SaaS, or a similar customer-facing role;

• Experience leading, mentoring, or coaching others;

• Experience owning or supporting a book of business, customer portfolio, or regional customer segment;

• Strong understanding of customer success best practices, retention, adoption, customer health, and account ownership;

• Good understanding of digital marketing metrics, including opens, clicks, conversions, revenue, engagement, and retention;

• Ability to identify churn risks, customer health signals, and opportunities to improve customer outcomes;

• Confidence in discussing business, renewal, cancellation, retention, and growth topics with customers;

• Strong communication, prioritization, and problem-solving skills;

• Ability to work with data and make data-informed decisions;

• A proactive, adaptable, and customer-centric mindset;

• Familiarity with tools such as Slack, Zoom, Intercom, Mixpanel, HubSpot, G-Suite, Omnisend, or similar platforms;

• Fluency in English and Chinese.

What we offer in return:

• Gross salary starting from 2800 EUR/month based on experience + commission depending on individual results.

• An unlimited learning budget for self-improvement complying with the best interest of Omnisend;

• Working methods and best practices inspired by the best tech companies in Silicon Valley;

• Senior colleagues who enable us to have a high-performing, productive environment where your growth will accelerate;

• Flexible working hours and remote work possibilities;

• Private health insurance;

• Unlimited access to psychotherapy;

• A workstation budget of 420 EUR;

• Personalized work anniversary gifts, including house cleaning services, bikes, scooters, spas, international flights, and more depending on the year;

• Attractive workations and team-led team-building events.

Omnisend is an email and SMS marketing platform built for ecommerce brands. With one-click integration to major ecommerce platforms, intuitive automation, and powerful email templates, we make sophisticated marketing effortless — no learning curve required.

Award-winning 24/7/365 customer support? Check. A platform trusted by growing brands and seasoned pros alike? Absolutely. The idea that “great marketing needs to be expensive”? Our 150,000+ customers prove that wrong every day.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode,  fueled by a recent $190m series C round.

About the Role

We are seeking a strategic and hands-on Director of Client Success to lead our Client Success function. This role will drive partner satisfaction, retention, and expansion by aligning onboarding, support, and account management efforts. You will partner cross-functionally with Sales, Product, and Technical Support to ensure our clients realize maximum value from our platform. As an AI-first leader, you will deploy automation, predictive analytics, and AI-powered tooling to scale the CS function, reduce churn risk, and drive measurable business outcomes across Blackpoint’s partner ecosystem.

What You’ll Do

• Lead and scale the Client Success team, fostering a culture of accountability, data-driven decision-making, and excellence.

• Own the partner journey from onboarding through renewal, ensuring a seamless and increasingly automated experience.

• Partner with Sales and Product to align on partner needs, feedback loops, and AI-derived signals.

• Develop and maintain CS playbooks, AI tooling standards, and a Center of Excellence (CoE) framework to drive operational consistency and repeatable outcomes across the team.

• Use platform telemetry and product usage signals to surface adoption gaps, at-risk accounts, and expansion opportunities, shifting from reactive to predictive partner management.

• Define and track a comprehensive metrics framework: Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Time-to-Value (TTV), product adoption scores, and AI-generated partner health scores.

• Deploy and govern AI-powered partner health dashboards, churn prediction models, and automated playbook workflows to proactively manage risk and expansion at scale.

• Build AI-assisted onboarding sequences and digital engagement programs that scale partner coverage without proportional headcount growth.

What You’ll Bring

• 8+ years in Customer Success or Account Management, with 5+ years in a leadership role.

• Demonstrated track record in cybersecurity & MSP-focused environments, or with a clear demonstrated ability to operate in a highly technical B2B product environment.

• Proven ability to lead cross-functional initiatives and drive measurable outcomes.

• Strong communication, analytical, and executive presence skills, including the ability to present data-driven outcomes to C-suite stakeholders.

• Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.

• Demonstrated experience building AI-assisted CS motions, automated digital-touch programs, LLM-assisted workflows, and AI-driven intervention playbooks.

• Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.

• Track record of owning and improving NRR, GRR, and expansion revenue in a high-growth SaaS or cybersecurity environment.

• Experience communicating AI-driven value and ROI to C-suite stakeholders, moving conversations from feature adoption to quantifiable business outcomes.

• Familiarity with AI governance, prompt engineering, or building with LLM-based tooling is a plus.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races,  colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital  status, or any other legally protected status. We are committed to equality of opportunity in all  aspects of employment.  For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode,  fueled by a recent $190m series C round.

About The Role:

The Director of Technical Support is a leadership role responsible for the execution and continuous improvement of Blackpoint Cyber’s technical support function. This individual will lead a team of technical support professionals, as a player-coach, dedicated to delivering timely, high-quality resolution experiences for Managed Service Provider (MSP) partners. As an AI-first leader, you will deploy agentic triage tools, drive automated Tier-1 resolution workflows, and intelligent deflection capabilities to scale the function’s impact.

This role requires a leader equally comfortable at the strategic and tactical levels — someone who can architect long-term support programs while staying close to operational details that drive meaningful change. The Director of Technical Support will own the team’s performance metrics and serve as a critical cross-functional partner to Engineering, Product, and Customer Success, ensuring field intelligence continuously informs the broader organization. The ideal candidate brings proven experience leading technical support organizations within cybersecurity, SaaS, or managed services environments, with a strong command of data-driven operations — including dashboard design to monitor team health, surface trends, and communicate performance insights to stakeholders. You also have hands-on experience deploying AI-powered support tools and building the frameworks that allow AI agents to operate at production scale in security-sensitive environments.

What You’ll Do

• Strategy & Execution: In conjunction with VP Customer Growth, define and drive the multi-year vision and roadmap for the Technical Support function, including the phased deployment of AI triage agents, automated Tier-1 resolution tools, and self-service capabilities, translating business objectives into measurable team-level goals and operational plans.

• Operational Ownership: Own all support KPIs end-to-end, including NPS, MTTR, first contact resolution, escalation rate, and SLA adherence, alongside the development of new AI-era metrics: ticket deflection rate, Tier-1 automation rate, self-service resolution rate, and knowledge base coverage rate, with direct accountability for outcomes.

• People Leadership: Recruit, develop, and retain a high-performing team of technical support engineers and team leads; define clear career paths, conduct regular coaching and performance reviews, and foster a culture of ownership and continuous improvement. Build data literacy as a core team competency, coaching support engineers to work alongside AI tools as partners, not replacements.

• Cross-Functional Partnership: Serve as a voice of the customer internally, converting support patterns and field intelligence into actionable feedback loops with Product, Engineering, and Customer Success. Use AI-derived ticket clustering and sentiment analysis to translate high-volume signals into prioritized product input, moving from anecdotal feedback to data-led influence.

• Incident Response Coordination: Oversee the support team’s role during critical security incidents affecting MSP partners, ensuring rapid escalation, clear partner communication, and tight coordination with internal technical teams. Define and enforce human-in-the-loop protocols for AI-assisted workflows during incidents, ensuring agents escalate correctly, and governance controls hold under pressure.

• Process & Tooling Optimization: Continuously evaluate and improve support workflows, escalation paths, and tooling (e.g., Zendesk, Zendesk AI, Salesforce , Jira) to increase resolution velocity and scale the team efficiently. Champion the adoption of agentic support tools from AI-powered triage and auto-resolution to LLM-assisted knowledge base maintenance and QA automation.

• Knowledge Base Governance: Build and maintain a continuously improving knowledge base using AI gap detection to identify missing or outdated articles from unresolved ticket patterns and auto-draft new content for human review.

• AI Triage & Automated Resolution Ownership: Deploy and govern AI-powered ticket triage agents and automated Tier-1 resolution workflows, targeting ~30% deflection of structured, repeatable tickets without human involvement.

• AI Governance & Compliance: In coordination with Blackpoint’s compliance team, establish governance standards for AI use in the support function, permission enforcement, complete audit trails, escalation triggers, and data handling controls that meet Blackpoint’s security and compliance standards.

• Dashboard & Data Intelligence: Design, maintain, and evangelize real-time operational dashboards that surface team health and performance metrics; share insights cross-functionally with Engineering, Product, and Senior Leadership to drive informed decision-making. Leverage AI-generated pattern detection to identify recurring ticket clusters, surface product defects, and proactively reduce support demand at its source.

• Executive Reporting: Present support performance metrics, trend analysis, and strategic initiatives to senior leadership on a regular cadence; translate complex operational data into clear, executive-level narratives. Include AI performance dashboards showing deflection rates, automation coverage, and ROI of AI investment in the function.

What You Bring

• 8+ years in technical support, with at least 5 years in a senior leadership role

• Direct experience in cybersecurity, SaaS, or managed services environments demonstrated understanding of the stakes when a customer’s security posture is at risk.

• Proven track record building and scaling technical support organizations in high-growth technology companies.

• Strong data fluency: ability to design, read, and communicate from operational dashboards; experience using support analytics to drive cross-functional decisions.

• Deep familiarity with support tooling (e.g., Zendesk, Salesforce, Jira) including hands-on experience deploying AI features within those platforms Zendesk AI or equivalent agentic support tools and governing their performance in production.

• Demonstrated ability to operate at multiple altitudes, engaged in technical escalations one hour, presenting to the executive team the next, without losing effectiveness at either level.

• Excellent written and verbal communication skills; proven ability to translate complex technical issues into clear, executive-level summaries and partner-facing communications.

• Proven track record of managing multiple priorities and delivering results in high-growth, fast-paced environments.

• Hands-on experience deploying AI-powered support triage, automated resolution workflows, or deflection tools with measurable outcomes on deflection rate, MTTR, or SLA compliance.

• Experience using AI-driven ticket pattern analytics to surface recurring issues to Product and Engineering reducing support demand at source rather than managing it more efficiently.

• Familiarity with AI governance requirements in enterprise support environments: permission enforcement, audit trails, escalation trigger design, and data handling compliance (SOC 2, GDPR, HIPAA where relevant).

• Experience leading change management for AI adoption within a support team helping engineers transition from Tier-1 ticket handlers to AI supervisors, edge case resolvers, and knowledge curators.

Qualifications

• Experience supporting an MDR, EDR, or SOC.

• Familiarity with the MSP channel and the dynamics of supporting partners who serve hundreds of end customers.

• Experience building or operating 24⁄7 support coverage models, including AI-assisted follow-the-sun or always-on deflection for after-hours partner support.

• CISSP, CISM, CompTIA Security+, or equivalent cybersecurity certifications.

• Familiarity with ITSM frameworks (ITIL v4) as they apply to AI-assisted operations: incident classification, knowledge management, and continual improvement.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races,  colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital  status, or any other legally protected status. We are committed to equality of opportunity in all  aspects of employment.  For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.

ELVTR is a premier online education platform specializing in live courses led by industry experts from global companies such as Nike, Netflix, Google, and more. Since our establishment in 2020, we have grown from a small team to 140 talented members, delivering education to over 17,000 students worldwide. We are currently expanding our team to support our growing network of instructors and the continued scale of our live course offerings.

Position Overview

We are seeking a Student Care Team Lead to manage a team of 3 Student Care Representatives while personally owning a portfolio of UK courses as a practising rep. This is a dual role — half your time will be spent leading, coaching, and improving team performance; the other half delivering direct, high-quality student support. You will be the quality benchmark for your team and the primary escalation point for the UK market.

This is a full-time remote position.The Working Hours for this role are 10AM-6PM BST.

This role is for you if you are:

• A Natural Leader: You inspire and develop those around you, setting clear expectations while creating a culture of accountability and care.
• A People Pleaser at Heart: Even in a leadership capacity, you stay close to the student experience and find genuine satisfaction in resolving issues and delighting people.
• A Clear Communicator: Your written and verbal English is excellent — whether coaching a rep, de-escalating a student concern, or writing a process doc.
• Data-Driven: You use metrics and feedback to spot trends, identify gaps, and continuously raise the bar for your team.
• A Tech-Savvy Troubleshooter: Comfortable navigating multiple platforms and helping others do the same.
• A Process Builder: You can identify inefficiencies and turn them into scalable, repeatable workflows.

Responsibilities

Team Leadership (≈60%)

• Team Management: Directly oversee, support, and develop a team of 3 Student Care Representatives, ensuring consistent performance and morale.
• Onboarding & Training: Lead the onboarding of new reps and deliver ongoing training to maintain quality standards across the team.
• Performance Monitoring: Track individual and team KPIs (response times, satisfaction scores, resolution rates); provide regular feedback and conduct 1:1s.
• Escalation Handling: Act as the first escalation point for complex or sensitive student issues that require senior intervention.
• Process Improvement: Identify recurring issues and gaps in workflows; develop and document SOPs to improve team efficiency and student outcomes.
• Reporting: Compile and present regular performance reports to management, surfacing insights on student satisfaction and team health.
• Scheduling & Coverage: Manage team scheduling to ensure adequate coverage across UK market hours, including live class support.

Student Care (≈40%)

• Direct Support: Personally manage a portfolio of UK courses, engaging with students via phone, email, and online chat.

• Live Class Assistance: Provide real-time support to instructors and students during live sessions for a seamless educational experience.

• Community Engagement: Foster student-to-student interaction and maintain an active, supportive learning community.

• Instructor Liaison: Facilitate clear and timely communication between students and instructors.

• Issue Resolution: Proactively address and resolve student concerns, including technical troubleshooting, to ensure uninterrupted learning.

• Experience: 2+ years in a customer support, student success, or client-facing role; at least 1 year in a team lead or supervisory capacity preferred.

• Educational Background: A Bachelor’s degree in Business, Communications, or a related field is preferred.

• Language Proficiency: Excellent English communication skills, both written and verbal, are mandatory.

• Technical Skills: Ability to perform minor technical troubleshooting required.

• Leadership Skills: Demonstrated ability to coach, motivate, and hold a small team accountable in a remote environment.

• Analytical Thinking: Comfortable working with performance data to draw actionable conclusions.

• Presentation Skills: Confident and presentable on Zoom, able to host both student-facing and internal team meetings.

• Time Management: Highly organised with the ability to context-switch effectively between leadership responsibilities and hands-on student support.

• High earning potential with competitive base pay, performance-based bonuses, and growth opportunities.

• Mental health support, fitness reimbursements, generous vacation policy, and access to all ELVTR courses.

• A fast-paced, performance-driven culture that rewards ownership, initiative, and results.

Why You Should Join ELVTR:

You’ll play a key role in shaping the student experience across our UK market, leading a support team while directly impacting student satisfaction, retention, and learning success. Your work will help create a seamless and supportive educational journey for thousands of learners worldwide.

ELVTR is scaling quickly, and with that comes opportunity. High performers gain autonomy, visibility, and fast career growth.

You’ll work alongside driven, high-performing teammates who care deeply about execution and impact.

Join Us:

If you thrive in high-trust, high-accountability environments and enjoy working closely with senior professionals to deliver exceptional experiences, we’d love to hear from you.

Due to the high volume of applications, we will only be able to respond to candidates we wish to move forward with. Thank you for your understanding.

ELVTR is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

ELVTR is a premier online education platform specializing in live courses led by industry experts from global companies such as Nike, Netflix, Google, and more. Since our establishment in 2020, we have grown from a small team to 140 talented members, delivering education to over 17,000 students worldwide. We are currently expanding our team to support our growing network of instructors and the continued scale of our live course offerings.

Position Overview

We are seeking a Support Team Lead for the UK Market to manage a team of 3 Student Care Representatives while personally owning a portfolio of UK courses as a practising rep. This is a dual role — half your time will be spent leading, coaching, and improving team performance; the other half delivering direct, high-quality student support. You will be the quality benchmark for your team and the primary escalation point for the UK market.

This is a full-time remote position.The Working Hours for this role are 10AM-6PM BST.

This role is for you if you are:

• A Natural Leader: You inspire and develop those around you, setting clear expectations while creating a culture of accountability and care.
• A People Pleaser at Heart: Even in a leadership capacity, you stay close to the student experience and find genuine satisfaction in resolving issues and delighting people.
• A Clear Communicator: Your written and verbal English is excellent — whether coaching a rep, de-escalating a student concern, or writing a process doc.
• Data-Driven: You use metrics and feedback to spot trends, identify gaps, and continuously raise the bar for your team.
• A Tech-Savvy Troubleshooter: Comfortable navigating multiple platforms and helping others do the same.
• A Process Builder: You can identify inefficiencies and turn them into scalable, repeatable workflows.

Responsibilities

Team Leadership (≈60%)

• Team Management: Directly oversee, support, and develop a team of 3 Student Care Representatives, ensuring consistent performance and morale.
• Onboarding & Training: Lead the onboarding of new reps and deliver ongoing training to maintain quality standards across the team.
• Performance Monitoring: Track individual and team KPIs (response times, satisfaction scores, resolution rates); provide regular feedback and conduct 1:1s.
• Escalation Handling: Act as the first escalation point for complex or sensitive student issues that require senior intervention.
• Process Improvement: Identify recurring issues and gaps in workflows; develop and document SOPs to improve team efficiency and student outcomes.
• Reporting: Compile and present regular performance reports to management, surfacing insights on student satisfaction and team health.
• Scheduling & Coverage: Manage team scheduling to ensure adequate coverage across UK market hours, including live class support.

Student Care (≈40%)

• Direct Support: Personally manage a portfolio of UK courses, engaging with students via phone, email, and online chat.

• Live Class Assistance: Provide real-time support to instructors and students during live sessions for a seamless educational experience.

• Community Engagement: Foster student-to-student interaction and maintain an active, supportive learning community.

• Instructor Liaison: Facilitate clear and timely communication between students and instructors.

• Issue Resolution: Proactively address and resolve student concerns, including technical troubleshooting, to ensure uninterrupted learning.

• Experience: 2+ years in a customer support, student success, or client-facing role; at least 1 year in a team lead or supervisory capacity preferred.

• Educational Background: A Bachelor’s degree in Business, Communications, or a related field is preferred.

• Language Proficiency: Excellent English communication skills, both written and verbal, are mandatory.

• Technical Skills: Ability to perform minor technical troubleshooting required.

• Leadership Skills: Demonstrated ability to coach, motivate, and hold a small team accountable in a remote environment.

• Analytical Thinking: Comfortable working with performance data to draw actionable conclusions.

• Presentation Skills: Confident and presentable on Zoom, able to host both student-facing and internal team meetings.

• Time Management: Highly organised with the ability to context-switch effectively between leadership responsibilities and hands-on student support.

• High earning potential with competitive base pay, performance-based bonuses, and growth opportunities.

• Mental health support, fitness reimbursements, generous vacation policy, and access to all ELVTR courses.

• A fast-paced, performance-driven culture that rewards ownership, initiative, and results.

Why You Should Join ELVTR:

You’ll play a key role in shaping the student experience across our UK market, leading a support team while directly impacting student satisfaction, retention, and learning success. Your work will help create a seamless and supportive educational journey for thousands of learners worldwide.

ELVTR is scaling quickly, and with that comes opportunity. High performers gain autonomy, visibility, and fast career growth.

You’ll work alongside driven, high-performing teammates who care deeply about execution and impact.

Join Us:

If you thrive in high-trust, high-accountability environments and enjoy working closely with senior professionals to deliver exceptional experiences, we’d love to hear from you.

Due to the high volume of applications, we will only be able to respond to candidates we wish to move forward with. Thank you for your understanding.

ELVTR is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

ELVTR is a premier online education platform specializing in live courses led by industry experts from global companies such as Nike, Netflix, Google, and more. Since our establishment in 2020, we have grown from a small team to 140 talented members, delivering education to over 17,000 students worldwide. We are currently expanding our team to support our growing network of instructors and the continued scale of our live course offerings.

Position Overview

We are seeking a Student Care Team Lead to manage a team of 3 Student Care Representatives while personally owning a portfolio of UK courses as a practising rep. This is a dual role — half your time will be spent leading, coaching, and improving team performance; the other half delivering direct, high-quality student support. You will be the quality benchmark for your team and the primary escalation point for the UK market.

This is a full-time remote position.The Working Hours for this role are 10AM-6PM BST.

This role is for you if you are:

• A Natural Leader: You inspire and develop those around you, setting clear expectations while creating a culture of accountability and care.
• A People Pleaser at Heart: Even in a leadership capacity, you stay close to the student experience and find genuine satisfaction in resolving issues and delighting people.
• A Clear Communicator: Your written and verbal English is excellent — whether coaching a rep, de-escalating a student concern, or writing a process doc.
• Data-Driven: You use metrics and feedback to spot trends, identify gaps, and continuously raise the bar for your team.
• A Tech-Savvy Troubleshooter: Comfortable navigating multiple platforms and helping others do the same.
• A Process Builder: You can identify inefficiencies and turn them into scalable, repeatable workflows.

Responsibilities

Team Leadership (≈60%)

• Team Management: Directly oversee, support, and develop a team of 3 Student Care Representatives, ensuring consistent performance and morale.
• Onboarding & Training: Lead the onboarding of new reps and deliver ongoing training to maintain quality standards across the team.
• Performance Monitoring: Track individual and team KPIs (response times, satisfaction scores, resolution rates); provide regular feedback and conduct 1:1s.
• Escalation Handling: Act as the first escalation point for complex or sensitive student issues that require senior intervention.
• Process Improvement: Identify recurring issues and gaps in workflows; develop and document SOPs to improve team efficiency and student outcomes.
• Reporting: Compile and present regular performance reports to management, surfacing insights on student satisfaction and team health.
• Scheduling & Coverage: Manage team scheduling to ensure adequate coverage across UK market hours, including live class support.

Student Care (≈40%)

• Direct Support: Personally manage a portfolio of UK courses, engaging with students via phone, email, and online chat.

• Live Class Assistance: Provide real-time support to instructors and students during live sessions for a seamless educational experience.

• Community Engagement: Foster student-to-student interaction and maintain an active, supportive learning community.

• Instructor Liaison: Facilitate clear and timely communication between students and instructors.

• Issue Resolution: Proactively address and resolve student concerns, including technical troubleshooting, to ensure uninterrupted learning.

• Experience: 2+ years in a customer support, student success, or client-facing role; at least 1 year in a team lead or supervisory capacity preferred.

• Educational Background: A Bachelor’s degree in Business, Communications, or a related field is preferred.

• Language Proficiency: Excellent English communication skills, both written and verbal, are mandatory.

• Technical Skills: Ability to perform minor technical troubleshooting required.

• Leadership Skills: Demonstrated ability to coach, motivate, and hold a small team accountable in a remote environment.

• Analytical Thinking: Comfortable working with performance data to draw actionable conclusions.

• Presentation Skills: Confident and presentable on Zoom, able to host both student-facing and internal team meetings.

• Time Management: Highly organised with the ability to context-switch effectively between leadership responsibilities and hands-on student support.

• High earning potential with competitive base pay, performance-based bonuses, and growth opportunities.

• Mental health support, fitness reimbursements, generous vacation policy, and access to all ELVTR courses.

• A fast-paced, performance-driven culture that rewards ownership, initiative, and results.

Why You Should Join ELVTR:

You’ll play a key role in shaping the student experience across our UK market, leading a support team while directly impacting student satisfaction, retention, and learning success. Your work will help create a seamless and supportive educational journey for thousands of learners worldwide.

ELVTR is scaling quickly, and with that comes opportunity. High performers gain autonomy, visibility, and fast career growth.

You’ll work alongside driven, high-performing teammates who care deeply about execution and impact.

Join Us:

If you thrive in high-trust, high-accountability environments and enjoy working closely with senior professionals to deliver exceptional experiences, we’d love to hear from you.

Due to the high volume of applications, we will only be able to respond to candidates we wish to move forward with. Thank you for your understanding.

ELVTR is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode,  fueled by a recent $190m series C round.

About the Role

We are seeking a strategic and hands-on Director of Client Success to lead our Client Success function. This role will drive partner satisfaction, retention, and expansion by aligning onboarding, support, and account management efforts. You will partner cross-functionally with Sales, Product, and Technical Support to ensure our clients realize maximum value from our platform. As an AI-first leader, you will deploy automation, predictive analytics, and AI-powered tooling to scale the CS function, reduce churn risk, and drive measurable business outcomes across Blackpoint’s partner ecosystem.

What You’ll Do

• Lead and scale the Client Success team, fostering a culture of accountability, data-driven decision-making, and excellence.

• Own the partner journey from onboarding through renewal, ensuring a seamless and increasingly automated experience.

• Partner with Sales and Product to align on partner needs, feedback loops, and AI-derived signals.

• Develop and maintain CS playbooks, AI tooling standards, and a Center of Excellence (CoE) framework to drive operational consistency and repeatable outcomes across the team.

• Use platform telemetry and product usage signals to surface adoption gaps, at-risk accounts, and expansion opportunities, shifting from reactive to predictive partner management.

• Define and track a comprehensive metrics framework: Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Time-to-Value (TTV), product adoption scores, and AI-generated partner health scores.

• Deploy and govern AI-powered partner health dashboards, churn prediction models, and automated playbook workflows to proactively manage risk and expansion at scale.

• Build AI-assisted onboarding sequences and digital engagement programs that scale partner coverage without proportional headcount growth.

What You’ll Bring

• 8+ years in Customer Success or Account Management, with 5+ years in a leadership role.

• Demonstrated track record in cybersecurity & MSP-focused environments, or with a clear demonstrated ability to operate in a highly technical B2B product environment.

• Proven ability to lead cross-functional initiatives and drive measurable outcomes.

• Strong communication, analytical, and executive presence skills, including the ability to present data-driven outcomes to C-suite stakeholders.

• Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.

• Demonstrated experience building AI-assisted CS motions, automated digital-touch programs, LLM-assisted workflows, and AI-driven intervention playbooks.

• Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.

• Track record of owning and improving NRR, GRR, and expansion revenue in a high-growth SaaS or cybersecurity environment.

• Experience communicating AI-driven value and ROI to C-suite stakeholders, moving conversations from feature adoption to quantifiable business outcomes.

• Familiarity with AI governance, prompt engineering, or building with LLM-based tooling is a plus.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races,  colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital  status, or any other legally protected status. We are committed to equality of opportunity in all  aspects of employment.  For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode,  fueled by a recent $190m series C round.

About The Role:

The Director of Technical Support is a leadership role responsible for the execution and continuous improvement of Blackpoint Cyber’s technical support function. This individual will lead a team of technical support professionals, as a player-coach, dedicated to delivering timely, high-quality resolution experiences for Managed Service Provider (MSP) partners. As an AI-first leader, you will deploy agentic triage tools, drive automated Tier-1 resolution workflows, and intelligent deflection capabilities to scale the function’s impact.

This role requires a leader equally comfortable at the strategic and tactical levels — someone who can architect long-term support programs while staying close to operational details that drive meaningful change. The Director of Technical Support will own the team’s performance metrics and serve as a critical cross-functional partner to Engineering, Product, and Customer Success, ensuring field intelligence continuously informs the broader organization. The ideal candidate brings proven experience leading technical support organizations within cybersecurity, SaaS, or managed services environments, with a strong command of data-driven operations — including dashboard design to monitor team health, surface trends, and communicate performance insights to stakeholders. You also have hands-on experience deploying AI-powered support tools and building the frameworks that allow AI agents to operate at production scale in security-sensitive environments.

What You’ll Do

• Strategy & Execution: In conjunction with VP Customer Growth, define and drive the multi-year vision and roadmap for the Technical Support function, including the phased deployment of AI triage agents, automated Tier-1 resolution tools, and self-service capabilities, translating business objectives into measurable team-level goals and operational plans.

• Operational Ownership: Own all support KPIs end-to-end, including NPS, MTTR, first contact resolution, escalation rate, and SLA adherence, alongside the development of new AI-era metrics: ticket deflection rate, Tier-1 automation rate, self-service resolution rate, and knowledge base coverage rate, with direct accountability for outcomes.

• People Leadership: Recruit, develop, and retain a high-performing team of technical support engineers and team leads; define clear career paths, conduct regular coaching and performance reviews, and foster a culture of ownership and continuous improvement. Build data literacy as a core team competency, coaching support engineers to work alongside AI tools as partners, not replacements.

• Cross-Functional Partnership: Serve as a voice of the customer internally, converting support patterns and field intelligence into actionable feedback loops with Product, Engineering, and Customer Success. Use AI-derived ticket clustering and sentiment analysis to translate high-volume signals into prioritized product input, moving from anecdotal feedback to data-led influence.

• Incident Response Coordination: Oversee the support team’s role during critical security incidents affecting MSP partners, ensuring rapid escalation, clear partner communication, and tight coordination with internal technical teams. Define and enforce human-in-the-loop protocols for AI-assisted workflows during incidents, ensuring agents escalate correctly, and governance controls hold under pressure.

• Process & Tooling Optimization: Continuously evaluate and improve support workflows, escalation paths, and tooling (e.g., Zendesk, Zendesk AI, Salesforce , Jira) to increase resolution velocity and scale the team efficiently. Champion the adoption of agentic support tools from AI-powered triage and auto-resolution to LLM-assisted knowledge base maintenance and QA automation.

• Knowledge Base Governance: Build and maintain a continuously improving knowledge base using AI gap detection to identify missing or outdated articles from unresolved ticket patterns and auto-draft new content for human review.

• AI Triage & Automated Resolution Ownership: Deploy and govern AI-powered ticket triage agents and automated Tier-1 resolution workflows, targeting ~30% deflection of structured, repeatable tickets without human involvement.

• AI Governance & Compliance: In coordination with Blackpoint’s compliance team, establish governance standards for AI use in the support function, permission enforcement, complete audit trails, escalation triggers, and data handling controls that meet Blackpoint’s security and compliance standards.

• Dashboard & Data Intelligence: Design, maintain, and evangelize real-time operational dashboards that surface team health and performance metrics; share insights cross-functionally with Engineering, Product, and Senior Leadership to drive informed decision-making. Leverage AI-generated pattern detection to identify recurring ticket clusters, surface product defects, and proactively reduce support demand at its source.

• Executive Reporting: Present support performance metrics, trend analysis, and strategic initiatives to senior leadership on a regular cadence; translate complex operational data into clear, executive-level narratives. Include AI performance dashboards showing deflection rates, automation coverage, and ROI of AI investment in the function.

What You Bring

• 8+ years in technical support, with at least 5 years in a senior leadership role

• Direct experience in cybersecurity, SaaS, or managed services environments demonstrated understanding of the stakes when a customer’s security posture is at risk.

• Proven track record building and scaling technical support organizations in high-growth technology companies.

• Strong data fluency: ability to design, read, and communicate from operational dashboards; experience using support analytics to drive cross-functional decisions.

• Deep familiarity with support tooling (e.g., Zendesk, Salesforce, Jira) including hands-on experience deploying AI features within those platforms Zendesk AI or equivalent agentic support tools and governing their performance in production.

• Demonstrated ability to operate at multiple altitudes, engaged in technical escalations one hour, presenting to the executive team the next, without losing effectiveness at either level.

• Excellent written and verbal communication skills; proven ability to translate complex technical issues into clear, executive-level summaries and partner-facing communications.

• Proven track record of managing multiple priorities and delivering results in high-growth, fast-paced environments.

• Hands-on experience deploying AI-powered support triage, automated resolution workflows, or deflection tools with measurable outcomes on deflection rate, MTTR, or SLA compliance.

• Experience using AI-driven ticket pattern analytics to surface recurring issues to Product and Engineering reducing support demand at source rather than managing it more efficiently.

• Familiarity with AI governance requirements in enterprise support environments: permission enforcement, audit trails, escalation trigger design, and data handling compliance (SOC 2, GDPR, HIPAA where relevant).

• Experience leading change management for AI adoption within a support team helping engineers transition from Tier-1 ticket handlers to AI supervisors, edge case resolvers, and knowledge curators.

Qualifications

• Experience supporting an MDR, EDR, or SOC.

• Familiarity with the MSP channel and the dynamics of supporting partners who serve hundreds of end customers.

• Experience building or operating 24⁄7 support coverage models, including AI-assisted follow-the-sun or always-on deflection for after-hours partner support.

• CISSP, CISM, CompTIA Security+, or equivalent cybersecurity certifications.

• Familiarity with ITSM frameworks (ITIL v4) as they apply to AI-assisted operations: incident classification, knowledge management, and continual improvement.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races,  colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital  status, or any other legally protected status. We are committed to equality of opportunity in all  aspects of employment.  For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.

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