Customer Support Manager (Cybersecurity)

TL;DR

Customer Support Manager (Cybersecurity): Leading a regional team of technical support professionals to deliver high-quality cybersecurity services with an accent on team performance, operational scalability, and cross-functional collaboration. Focus on managing day-to-day operations, driving process efficiency, and resolving complex technical issues within a global SaaS environment.

Location: Must be based in or be able to work from the Cambridge office in the UK (Hybrid: 2-3 days per week in-office)

Company

hirify.global is a global leader in AI for cybersecurity, protecting nearly 10,000 organizations from unknown threats using proprietary AI technology.

What you will do

• Lead, mentor, and develop a regional team of approximately 20 technical support professionals.
• Manage day-to-day support operations, ensuring alignment with performance targets and KPIs.
• Identify team development needs and implement corrective actions for continuous improvement.
• Drive operational efficiency and embed scalable processes or change initiatives.
• Collaborate with global support teams and departments like Development, Customer Success, and Professional Services.
• Apply technical expertise to resolve complex customer issues and maintain high support standards.

Requirements

• Must be able to work from the Cambridge office in the UK.
• 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 knowledge of 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

• Private medical insurance covering the employee, partner, and children.
• Competitive pension scheme and life insurance (4x base salary).
• 23 days of holiday plus public holidays, increasing to 25 days after 2 years.
• Enhanced family leave policies and confidential Employee Assistance Program.
• Additional day off for your birthday and cycle-to-work scheme.