Global Support Leader — Identity & Security SaaS

1Kosmos; Edison (NJ); Hybrid; USD 150,000 - 190,000; Full time

Benefits offered by this job

Hybrid work model

Competitive compensation

Comprehensive benefits

Job summary

1Kosmos, a leader in identity verification and passwordless authentication, seeks a Support Leader to build and scale a global support function, from frontline response to root-cause analysis.

You will design the operating model, set standards, implement Freshdesk, and partner with Customer Success, Implementations, Product Engineering, and Cloud Infrastructure to ensure seamless, timely, high-quality support for enterprise and government customers.

Qualifications

• 8+ years in Technical Support or Customer Support roles.
• 3+ years leading support teams.
• Experience with enterprise SaaS platforms (identity/security preferred).

Responsibilities

• Build and lead a global Support team and define the support model.
• Own global support strategy including staffing, processes, tooling, reporting.
• Drive ticket operations, SLAs, escalations, and on-call rotations.
• Collaborate with CS, Implementation, Product, and Cloud for incident response and post-go-live readiness.
• Develop knowledge bases and training pathways.
• Improve stability through product feedback loops.

Skills

Leadership

Customer-focused

Crisis management

Cross-functional collaboration

Strategic planning

Tools

Freshdesk

Job description

1Kosmos, a leader in identity verification and passwordless authentication, seeks a Support Leader to build and scale a global support function, from frontline response to root-cause analysis.

You will design the operating model, set standards, implement Freshdesk, and partner with Customer Success, Implementations, Product Engineering, and Cloud Infrastructure to ensure seamless, timely, high-quality support for enterprise and government customers.