Head Of Customer Support

Description The browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web-based SaaS applications. At Seraphic, we are revolutionizing browser security. Our patent-pending technology offers unmatched protection against zero-day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage. Why Seraphic? Seamless Access: Browse internal sites and private applications directly from your browser without a VPN or a remote desktop Innovative Environment: Be part of a team leading the cybersecurity frontier shaping the modern solutions impacting billions of users Challenging Technologies: Engage with a rich SaaS app, high-scale backend processing millions of requests, and a core networking solution, all with the highest level of security Innovation and Leadership: Leverage our patented technology and leadership recognition, such as Frost & Sullivan's 2024 Enabling Technology Leadership Award for Global Zero Trust Browser Security Collaboration and Team: Work with industry experts in a collaborative environment to solve complex problems This is an exciting opportunity to join a fast-growing start-up company, consisting of talented team players, with the best-of-breed solution revolutionizing browser security. Join us in shaping the future of secure browsing! We’re looking for a Head of Customer Support to build, lead, and scale our global support organization — a strategic, hands-on leader who’s passionate about technology, people, and customer success. This role sits at the intersection of leadership, technology, and strategy, offering a unique opportunity to shape how customers experience and trust our product.

What You'll Do:

Build and lead our global customers support organization, including local and international teams across Tier 1–3 Design the support strategy – define structure, processes, KPIs, SLAs, and tools to ensure operational excellence and scalability Develop leadership within the teams – hire, mentor, and grow managers and technical experts into strong, independent leaders Shape the voice of the customer within the company – drive insights from the field back to R&D, Product, and Security teams to influence roadmap decisions Establish best practices for incident management, root cause analysis, and continuous improvement Lead technology adoption – implement systems for ticketing, monitoring, automation, and self-service to improve response time and efficiency Partner with Sales and Customer Success to ensure smooth onboarding and long-term retention for enterprise customers Build a high-performance culture centered on collaboration, ownership, and technical excellence

Requirements

What You’ll bring with you:

7+ years of experience in technical support, professional services, or customer-facing engineering roles, including 3+ years in a leadership position. Proven experience building or scaling a global technical support organization in a SaaS or cybersecurity company Strong technical background in browser security, network security, or endpoint protection Problem solving attitude and analytical thinking, self-motivation and dedication to solving customer problems based on understanding the true pain of the customer, and finding data-driven solutions Familiarity with ticketing systems like Jira and Zendesk

• Hands-on experience with AWS, Linux/Windows environments, network protocols (HTTP/S, DNS, TCP/IP), and web technologies.
• Familiarity with API integrations, SaaS architectures, and identity management (SSO, SAML, OAuth)
• Demonstrated ability to influence across teams and partner with R&D, Product, and Business leaders
• Excellent leadership, communication, and analytical skills – able to move seamlessly from technical deep dives to high-level strategy
• Thrives in a dynamic, fast-paced startup environment with a “get-things-done” mentality

Exceptional written and verbal communication skills for both technical and non-technical audiences

Nice to have but not a must:

Relevant certifications like CCSM Experience supporting enterprise-grade cybersecurity products Prior experience building support operations from scratch in a startup Knowledge of browser internals, Chrome Enterprise, or endpoint management tools