Director Customer Support

RiseMe; New York (NY); Hybrid; USD 170,000 - 185,000; Full time

Benefits offered by this job

Stock options

Health benefits

Unlimited PTO

Parental leave

Tuition reimbursement

Job summary

SecurityScorecard is hiring an AI-native support leader to own and evolve our global customer support function. This role sits at the intersection of support, customers, and engineering, focused on a superior customer experience and data-driven improvements.

The role blends onsite collaboration at our Midtown NYC or Downtown Austin offices with remote work for eligible time. You’ll lead a team, implement AI-assisted triage, and drive retention and revenue outcomes while partnering with Product,

Qualifications

• Experience leading a support, customer success, or technical services team and improving metrics.
• Fluency with AI tools in a support context and scalable AI-assisted triage.
• Strong analytical skills to uncover root causes and trends.
• Collaborative cross-functional style with Product, Engineering, and GTM teams.
• Excellent listening and customer-facing presence for high-impact calls.

Responsibilities

• Lead and develop a high-performing support team with AI-powered triage.
• Reduce time to value and friction across every touchpoint.
• Identify blockers and improve tooling, processes, and handoffs.
• Partner with Product on support roadmap and prioritize customer signals.
• Analyze case data to spot trends and pre-empt issues with Engineering.
• Maintain an escalation management process and communicate with stakeholders.
• Join high-value customer calls to inform system-wide improvements.
• Align support with account health, renewals, and expansion opportunities.
• Define metrics like CSAT, time to resolution, and time to value related to NRR/GRR.

Skills

Customer support leadership

AI in support

Data analysis

Cross-functional collaboration

Listening skills

NRR/GRR impact awareness

Tools

Salesforce

ServiceCloud

Zendesk

Zapier

Claude

Snowflake

Python

Job description

About SecurityScorecard:

SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard's patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace," by Crain's NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the World's Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing "forward-thinking employers for their unwavering commitment to employee engagement." SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody's, Sequoia Capital, GV and Riverwood Capital.

About the Role:

We're looking for an AI-native support leader to own and evolve our customer support function. This role sits at the intersection of support, customers, and engineering. The person in this seat is obsessed with the customer experience, thinks in patterns rather than tickets, and treats every support interaction as a signal that can shorten time to value, prevent the next escalation, and move the needle on retention and growth.

This role follows a hybrid work model based on proximity to our office locations. Employees who live within 75 miles of our Midtown NYC or Downtown Austin office are required to work onsite 1-2 days per week. Employees who live outside a 75-mile radius of both offices are eligible for fully remote work.

What You’ll Do

• Lead and develop a high-performing support team, building an operating model that uses AI tools to triage, resolve, and route cases faster, without losing the human judgment high value customers need for complex issues.
• Relentless focus on reducing time to value and removing friction at every touchpoint.
• Identify and remove internal blockers that slow the team down, whether that’s tooling, process, staffing, or cross-team handoffs.
• Partner closely with Product on the support roadmap, feeding customer signal into prioritization and closing the loop on shipped fixes.
• Analyze support case data to identify patterns and emerging trends, and work directly with Engineering to get ahead of issues before they escalated or repeat at scale.
• Build and maintain an escalation management process that catches risk early and keeps the right stakeholders informed.
• Get on calls with customers regularly, this is not a desk-only leadership role. Show up for high-value or high-risk conversations, listen first, and use what you hear to improve the broader system.
• Partner with CSMs and Account teams to align support strategy with account health, renewal conversations, and expansion opportunities.
• Define and track the metrics that matter CSAT, time to resolution, time to value, escalation rate and tie support performance directly to NRR and GRR outcomes.
• Champion a culture of customer obsession across the team: hire, coach, and develop support professionals who listen well and advocate hard for the customer.

Required Qualifications

• Experience leading a support, customer success, or technical services team, with a track record of measurably improving customer experience metrics.
• Genuine fluency with AI tools in a support context, implementing or scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection, and you understand both the upside and the limits.
• Strong analytical instincts: comfortable digging into case data to find root causes and trends, not just closing tickets.
• Collaborative, cross-functional operating style to build real partnerships with Product, Engineering, and GTM teams rather than working in a silo.
• Excellent listening skills and genuine comfort being customer-facing, including joining live calls when it matters.
• A clear grasp of how support work connects to revenue outcomes like NRR and GRR
• Strong people leadership skills hiring, coaching, performance management, with a customer centric culture centered on the customer.

Preferred Qualifications

• Experience in cybersecurity.
• Familiarity with support and CS tooling (e.g., Salesforce, ServiceCloud & Zendesk, Zapier, Claude, Snowflake, Python) and experience integrating AI copilots or agents into those workflows.
• Experience building or scaling a support function through a period of growth.

Benefits

Specific to each country, we offer a competitive salary, stock options, Health benefits, and unlimited PTO, parental leave, tuition reimbursements, and much more!

The estimated total compensation range for this position is $170,000 - $185,000 USD (base plus bonus). Actual compensation for the position is based on a variety of factors, including, but not limited to affordability, skills, qualifications and experience, and may vary from the range. In addition to base salary, employees may also be eligible for annual performance-based incentive compensation awards and equity, among other company benefits.

SecurityScorecard is committed to Equal Employment Opportunity and embraces diversity. We believe that our team is strengthened through hiring and retaining employees with diverse backgrounds, skill sets, ideas, and perspectives. We make hiring decisions based on merit and do not discriminate based on race, color, religion, national origin, sex or gender (including pregnancy) gender identity or expression (including transgender status), sexual orientation, age, marital, veteran, disability status or any other protected category in accordance with applicable law.

We also consider qualified applicants regardless of criminal histories, in accordance with applicable law. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our job application procedures. If you need assistance or accommodation due to a disability, please contact [e-mail].

Any information you submit to SecurityScorecard as part of your application will be processed in accordance with the Company’s privacy policy and applicable law.

SecurityScorecard does not accept unsolicited resumes from employment agencies. Please note that we do not provide immigration sponsorship for this position. #LI-DNI