Customer Support Manager

RSA Conference™ is the premier series of global events and year-round learning for the cybersecurity community. RSAC is where the security industry converges to discuss current and future concerns and have access to the experts, unbiased content and ideas that help enable individuals and companies advance their cybersecurity posture and build stronger and smarter teams. Both in-person and online, RSAC brings the cybersecurity industry together and empowers the collective “we” to stand against cyberthreats around the world. RSAC is the ultimate marketplace for the latest technologies and hands-on educational opportunities that help industry professionals discover how to make their companies more secure while highlighting the most enterprising, influential, and thought-provoking thinkers and leaders in cybersecurity today.   

As part of this evolution, RSAC seeks a Customer Support Manager who will report into SVP of Operations, in this position you will play a key role in building out our processes, hiring and leading the team. This role includes defining and managing Key Performance Indicators (KPIs) for the team, ensuring Service Level Agreements (SLA) are met, and collaborating with internal teams on product improvements – all to ensure a consistently positive experience for our users. This role can be based out of the following states Utah, Texas or Colorado.

In this role you will: 

• Build and eventually lead a high-performing support team, including recruiting, hiring, training, and mentoring support staff. 

• Provide hands-on support to customers, resolving complex issues and ensuring timely and effective responses. 

• Create and maintain documentation for support procedures, FAQs, and troubleshooting guides. 

• Monitor and manage support tickets, ensuring SLAs are met and customer issues are resolved to their satisfaction. 

• Gather customer feedback and insights to identify trends and areas for improvement. 

• Work closely with cross-functional teams, including Product, Engineering, and Compliance, to ensure alignment and effective communication of support needs and issues. 

• Act as a liaison between the support team and other departments to relay customer feedback and drive product improvements. 

• Communicate support metrics and performance to senior management, providing regular reports and insights. 

Your profile: 

• 6 – 8 years in Support and Service, including 2 years in people management. 

• Excellent leadership, communication, and interpersonal skills. 

• Experience implementing new processes, including advising on technical resources and developing FAQ/User documentation. 

• Proficiency in support software and tools, including ticketing systems and CRM platforms. 

Benefits  

RSAC believes in investing in our people. We offer:  

• Salary range between $80,000 - $120,000, benefits, and perks for all full-time employees  

• Employer-subsidized medical, dental and vision insurance  

• 401K retirement employer match  

• Home office equipment stipend and monthly technology stipend  

• Thirteen paid holidays per calendar year  

• Flexible personal time off  

• Annual employee bonus dependent upon overall company and personal performance  

• Annual company-wide offsite  

Our Culture  

We believe that our differences make us stronger, and we are committed to fostering a culture of respect, empathy, and understanding.  

• We are a fully remote team operating across the United States, giving our employees the flexibility to work from wherever they choose.  

• Our team is passionate and results-oriented, striving to achieve excellence in everything we do.  

• We strongly believe in creating an inclusive environment that values diversity and encourages our team members to share their unique perspectives.  

• We recognize that by collaborating and working together, we can achieve our goals faster and more effectively.  

Why RSAC?  

The RSAC team takes great pride in helping shape the future of cybersecurity and being part of an expansive global community! We're always looking for imaginative and visionary individuals who share our passion for providing cutting-edge programs that equip cybersecurity practitioners worldwide with the intel and knowledge they need to thrive and safeguard organizations against cyberthreats.  

Our Values  

• Adaptability: In our ever-changing world, we innovate through determination, creativity and resourcefulness.  

• Community: We bring people together and build trust by embracing the unique thoughts and perspectives of others with kindness and respect.  

• Excellence: Because we are where the world talks security, we have the highest expectations of ourselves and our partners.  

RSAC is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, Veteran status, or other legally protected characteristics.