Job description
SpyCloud is on a mission to make the internet a safer place by disrupting the criminal underground. SpyCloud’s solutions thwart cyberattacks and protect more than 4 billion accounts worldwide. Cybersecurity is an exciting, evolving space, and being at the forefront of the fight to disrupt cybercrime makes SpyCloud a special place to work. If you’re driven to align your career with a fantastic mission, look no further!
SpyCloud is seeking a Director, Customer Support to lead and scale our 24x7 global support operations. This role reports to the Vice President of Product Success and is responsible for ensuring that customers receive high-quality, technically sound support with a focus on speed, satisfaction, and operational excellence.
As a player-coach, the Director will not only lead a growing support team but also remain hands-on in daily operations, managing complex cases, refining support processes, and driving continuous improvement. The ideal candidate brings a balance of strategic problem-solving, team leadership, and deep technical fluency in SaaS environments.
The ideal candidate will be passionate about delivering industry-leading customer support to SpyCloud’s customers. They will be focused on driving the use of leading-edge tools, documentation, and processes that continuously enhance and customer experience and leveraging. The right candidate will obsessively drive to remove every possible barrier in helping our customers to disrupt cybercrime that could impact their business.
What You’ll Do:
Support Strategy & Team Leadership:
- Lead and evolve SpyCloud’s 24x7 global customer support function to meet current and future needs proactively.
- Build and manage a high-performing team, fostering a culture of accountability, responsiveness, and continuous learning.
Operational Execution & Optimization:
- Define and monitor key performance indicators (KPIs) to assess team effectiveness, resolution quality, and SLA adherence.
- Select and manage the right AI-based tools and features that augment and support the team and our customers.
- Identify bottlenecks and inefficiencies, and implement process improvements to streamline workflows and improve customer satisfaction.
Technical Escalation Management:
- Serve as an escalation point for high-priority or complex technical support issues, partnering with Engineering and Product teams to resolve root causes.
- Maintain subject matter expertise on SpyCloud’s product suite and ensure the team is equipped with the right technical knowledge.
Tooling & Automation Strategy:
- Oversee support platform administration (e.g., Zendesk), optimize configurations, and evaluate tooling enhancements to drive efficiency and scalability.
- Promote automation and knowledge management initiatives to reduce manual effort and empower customers with self-service.
Cross-Functional Collaboration:
- Partner closely with Customer Success, Product, Engineering, Sales Engineering, and Marketing to ensure alignment on customer needs and support readiness.
- Share recurring support themes and customer insights to help influence product improvements and roadmap priorities.
Customer Advocacy & Experience:
- Ensure every support interaction reflects SpyCloud’s commitment to proactive, professional, and solution-focused customer care.
- Drive initiatives to improve CSAT, reduce time-to-resolution, and maintain consistent engagement quality across all touchpoints.
Team Development & Performance Management:
- Hire, mentor, and develop team members to support professional growth and maintain high team engagement.
- Provide regular coaching, set clear expectations, and hold the team accountable to high performance standards.
Reporting & Stakeholder Communication:
- Deliver clear, data-backed reporting to the VP of Product Success and other senior leaders on support volume, trends, risks, and customer-impacting issues.
- Make strategic recommendations regarding team growth, continued education, process enhancements, and resource allocation.
Requirements:
- 10+ years of customer support experience in technical environments, with 7+ years in a leadership role
- Proven success scaling support operations in a high-growth SaaS organization
- Deep familiarity with enterprise support models, ticket triage, and issue resolution best practices
- Strong experience with leveraging AI tools to drive the performance of the support team and to dramatically enhance the customer experience
- Strong experience with Zendesk or similar support platforms, including configuration and optimization
- Track record of implementing automation and process improvements that drive customer and team success
- Excellent analytical and reporting skills to measure performance and drive continuous improvement
- Strong collaboration skills across technical and business teams, with an ability to influence without direct authority
- Comfortable handling high-pressure situations and driving alignment in complex cross-functional environments
- Education:
- Bachelor’s degree (BA/BS) required
- Bachelor’s degree in a technical related field required (e.g., Computer Science, Information Systems, Business, or equivalent) preferred
- Advanced certifications or training in technical support operations, ITIL, or customer experience strategy is a plus
SpyCloud is not sponsoring visas at this time.
U.S.-Based Benefits + Perks (for Full Time Employees):
At SpyCloud, we are committed to working alongside individuals who are equally passionate about preventing cybercrime, regardless of their department or role. Guided by our core values in all business decisions, we prioritize unity in our mission and ensure all SpyCloud employees have the support and benefits they need to stay focused on our goals. In addition to our engaging workspace in South Austin, flexible and remote-friendly work options, and competitive salary package, we offer our employees a comprehensive benefits package that includes:
- 401(k) with Employer Contribution
- Health, Vision, and Dental Insurance
- Health Savings Account (HSA) available with Employer Contribution
- Employer Paid Life, Short-term, and Long-term Disability Insurance
- Generous PTO Plan and 16 paid holidays per year
U.K.-Based Benefits + Perks (for Full Time Employees):
- Retirement Savings Plan with Employer Contribution
- Employer Provided Private Health Insurance and Healthcare Cashplan
- Employer Paid Life Insurance and Income Replacement
- Generous Holiday Plan and 14 paid holidays per year
About SpyCloud:
SpyCloud is on a mission to disrupt the cycle of cybercrime. As the leader in Cybercrime Analytics, our solutions thwart cyberattacks that originate from the use of stolen data, including account takeover, ransomware, and online fraud. More than 550 customers and partners trust SpyCloud to protect users’ identities, prevent targeted attacks, and unmask adversaries attempting to harm businesses and their customers.
To learn more and see insights on your company’s exposed data, visit SpyCloud.
Our Mission:
Our mission is to make the internet a safer place by disrupting the criminal underground. Together with our customers and partners, we aim to end criminals’ ability to profit from stolen information.
Who We Are:
SpyCloud is a place for innovative, collaborative, and problem-solvers to thrive. Individually, we’re amazing, but together, we’re unstoppable. We celebrate diversity and various perspectives and aim to create an inclusive and supportive environment for all. We are proud to be an Equal Employment Opportunity and Affirmative Action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. Women, minorities, individuals with disabilities, and protected veterans are encouraged to apply. SpyCloud complies with applicable state and local laws governing nondiscrimination in employment. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
SpyCloud expressly prohibits any form of workplace harassment. Improper interference with the ability of SpyCloud’s employees to perform their job duties may result in discipline up to and including discharge. SpyCloud shares the right to work and participates in the E-Verify program in all locations.
If you need assistance or accommodation due to a disability, you may contact us.
Our Culture:
Our culture is something really special. We’re all driven to disrupt the cybercriminal economy as we keep customer accounts safe from compromise. We support a truly worthy and serious mission, but we have fun doing it together. If you are driven, inventive, and collaborative, you’ll fit right in.
SpyCloud’s Recruitment Policy:
We will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with SpyCloud to review available information on recruitment fraud. Anyone who suspects that they have been contacted by someone falsely representing SpyCloud should email [email protected].
Compensation Transparency Policy:
At SpyCloud, we believe in transparency and fairness in compensation. We strive to ensure that all employees are fairly compensated for their contributions, and we openly discuss our compensation philosophy and structure. We are committed to providing competitive salaries and benefits packages to attract and retain top talent, and we encourage open dialogue and feedback regarding compensation matters.
Learn more and apply: SpyCloud Careers
