Customer Support Manager (Cybersecurity)

TL;DR

Customer Support Manager (Cybersecurity): Leading and developing a regional team of technical support professionals, ensuring high-quality technical support delivery with an accent on team development, performance, and cross-functional collaboration. Focus on driving operational efficiency, implementing scalable processes, and resolving complex customer issues.

Location: Hybrid position working 2/3 days a week from our Cambridge Office.

Company

hirify.global is a global leader in AI for cybersecurity that keeps organizations ahead of the changing threat landscape every day.

What you will do

• Lead, mentor, and develop a regional team of around 20 technical support professionals.
• Manage day-to-day operations, ensuring delivery against performance targets and KPIs.
• Identify development needs and implement corrective actions to drive continuous improvement.
• Drive operational efficiency and embed scalable processes and change initiatives.
• Collaborate with global support teams and cross-functional departments.
• Apply technical expertise to resolve complex customer issues and elevate support standards.

Requirements

• Proven experience in Customer Support or Product roles within a high-tech or SaaS environment.
• Demonstrated success in leading and developing high-performing teams.
• Strong technical knowledge, including security frameworks, network infrastructure, and threat landscapes.
• Ability to manage performance, drive change, and implement scalable support processes.
• Excellent communication and collaboration skills, with a track record of cross-functional teamwork.

Culture & Benefits

• 23 days’ holiday + all public holidays, rising to 25 days after 2 years of service.
• Additional day off for your birthday.
• Private medical insurance which covers you, your cohabiting partner and children.
• Life insurance of 4 times your base salary.
• Salary sacrifice pension scheme.
• Confidential Employee Assistance Program.