Remote SaaS Customer Support Manager - Threat Intel

Flashpoint; United States; Remote; USD 108,000 - 135,000; Full time

Benefits offered by this job

Gym reimbursements

Expensed lunches

Inclusive employee events

Job summary

Flashpoint is seeking an experienced Manager of Customer Support to lead a remote, US-based team. You will own the customer experience from first ticket to final resolution, building high-performing processes and coaching a diverse group of agents.

You will partner with Product and Engineering to triage defects, drive improvements, and scale self-service with AI. The role emphasizes ownership, collaboration, and delivering exceptional support for threat intelligence customers.

Qualifications

• Experience leading and developing a customer support team in a B2B SaaS environment.
• Ability to own support KPIs and SLAs and report to leadership.
• Hands-on technical troubleshooting with a SaaS platform, including APIs and integrations.
• Working understanding of cybersecurity, threat intelligence, or related security products.

Responsibilities

• Lead, coach, and grow the support team with onboarding and development.
• Own the incoming case queue and team schedule for coverage including after-hours.
• Report monthly KPI and SLA metrics and drive service improvements.
• Set case management standards and provide targeted feedback to agents.
• Own the Help Center knowledge base and self-service model, incorporating AI where helpful.
• Own customer feedback loop and lead voice of customer meetings with Product.
• Collaborate with Engineering in defect triage and with Product on feature releases.
• Manage escalations and P1 incident communications.

Skills

Customer support leadership

Technical troubleshooting

Cybersecurity knowledge

Customer communication

APIs and integrations

Tools

APIs

Integrations

Logs

Job description

Flashpoint is seeking an experienced Manager of Customer Support to lead a remote, US-based team. You will own the customer experience from first ticket to final resolution, building high-performing processes and coaching a diverse group of agents.

You will partner with Product and Engineering to triage defects, drive improvements, and scale self-service with AI. The role emphasizes ownership, collaboration, and delivering exceptional support for threat intelligence customers.