обновлено 21 день назад
CX Ops Manager (Cybersecurity)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
CX Ops Manager (Cybersecurity): Owning the Zendesk platform, BPO relationships, capacity planning, agent enablement, and quality operations for customer support at consumer cybersecurity scale with an accent on routing, service standards, vendor performance, and AI-assisted QA. Focus on designing scalable support processes, calibrating quality programs, turning performance data into coaching decisions, and maintaining consistent customer communication across channels.
Location: Tel Aviv, Israel
Company
develops consumer cybersecurity products that protect millions of people across devices, accounts, and digital touchpoints.
What you will do
- Own Zendesk administration, including routing, triggers, automations, macros, and views.
- Optimize ticket routing by intent, priority, and channel, while auditing the platform and driving adoption of useful capabilities.
- Manage the BPO relationship, including SLAs, escalation paths, and performance standards.
- Plan support capacity, headcount, shift coverage, and seasonal adjustments.
- Run onboarding, training, and ongoing knowledge-maintenance programs for support agents.
- Maintain QA automations and AI-assisted QA processes, reviewing outputs and addressing scoring drift with the CX leadership team.
Requirements
- At least 4 years of experience in support operations, customer support, technical support, business operations, or a related field.
- Hands-on Zendesk administration experience.
- Experience managing a BPO or outsourced customer experience team.
- Experience owning or managing a QA program, including scorecard design, calibration, and coaching loops.
- Ability to define communication standards for AI-assisted support tools and connect routing, macros, SLAs, and quality processes.
- Excellent written and verbal English communication skills.
Culture & Benefits
- Transparent, feedback-oriented, and collaborative working culture.
- Company dinners, trips, and team activities.
- Opportunity to work on consumer cybersecurity products used at large scale.
- Fast-paced environment focused on meaningful online-safety challenges.
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