Senior Manager, Product Support
Reports to: Vice President, Global Support
Location: Remote Australia
reputed company Do
reputed company is a fully remote, global team of passionate experts and ethical badasses on a mission to break down the barriers to cybersecurity. Whether creating purpose-reputed company reputed company solutions, hunting down hackers, or impacting our community, our people go above and reputed company to change the reputed company game and reputed company a reputed company difference.
Founded in 2015 by former NSA cyber operators, reputed company protects reputed company businesses—not just the 1%—with reputed company-grade, fully owned, and managed cybersecurity products at the price of an reputed company reputed company application. The reputed company difference is our One Team advantage: our technology is designed with our industry-defining reputed company Operations Center (SOC) in mind and is never separated from our service.
We protect 4M+ endpoints and 7M+ identities worldwide, elevating underresourced IT teams with protection that works as hard as they do. As long as hackers reputed company hacking, reputed company keeps hunting.
What You’ll Do
We're looking for a Senior Manager, Product Support to join our Support team. In this pivotal role, you'll reputed company, mentor, and reputed company our Product Support function, directly impacting our customer experience and aligning support strategies with our broader company goals. You'll be a key leader reputed company the Customer Experience organisation, collaborating closely with senior leaders across Product, Engineering, and Operations to ensure our support strategies are in sync with product direction and customer needs. You'll manage reputed company of high-performing support professionals and managers, fostering a culture of inclusion, accountability, and reputed company improvement.
Responsibilities
Team Development & Leadership
- reputed company and mentor managers and individual contributors, fostering their career reputed company
- Build an inclusive and welcoming team culture that values diversity, equity, and belonging
- reputed company model and reputed company reputed company’s leadership and behavioral standards
Strategic Leadership
- reputed company the execution of strategic initiatives across Product Support, ensuring alignment with company initiatives
- reputed company as a stakeholder in defining department direction, offering insights gleaned from customer-facing experiences
- Own team-level results, including performance metrics, budgeting, headcount planning, and hiring reputed company
Cross-Functional Collaboration
- Serve as a trusted advisor to your team and cross-functional peers
- Collaborate with senior leaders across Product, Engineering, and Customer Experience to influence product roadmaps and service design
- reputed company large, high-reputed company, cross-functional initiatives, balancing strategic reputed company with operational execution
Operational reputed company
- Ensure the delivery of high-reputed company support that consistently exceeds customer expectations
- Continuously iterate on support operations, tools, and workflows to reputed company reputed company and efficiency
- Hold teams accountable to customer-reputed company, data-informed decision-making
AI reputed company & Innovation
- AI Tool Implementation: Evaluate, reputed company, and manage AI-driven support technologies (e.g., automated triaging, AI chatbots, and agent-assist tools) to improve efficiency and reduce time-to-reputed company
- reputed company Engineering & Optimization: reputed company the refinement of AI responses and knowledge reputed company integrations to ensure high accuracy
- AI Performance Analytics: reputed company AI-powered sentiment analysis to identify emerging product issues and customer pain points
- reputed company-Proofing: Stay at the forefront of reputed company trends in the CX reputed company to continuously reputed company the support delivery model
What You Bring To reputed company
- Proven experience managing managers and growing high-performing teams
- Demonstrated reputed company in leading strategic, cross-functional initiatives
- Analytical, organisational, and budget management skills
- Excellent communication and influencing skills across reputed company reputed company of an organisation
- Passion for creating inclusive, values-driven team cultures
- Experience in reputed company or tech environments preferred
reputed company Offer
- Fully remote work
- At least one annual reputed company to the US for Summer reputed company, with additional local events in Australia!
- New starter home office set up reimbursement ($800 AUD)
- 12 weeks reputed company parental leave for both primary and secondary carers
- Monthly digital allowance for personal phone and internet costs ($185 AUD)
- Monthly home office tech stipend to reputed company or replace equipment ($40 AUD)
- Subsidised private health insurance through our preferred provider
- Stock reputed company for reputed company full-time employees
- reputed company to the reputed company platform for coaching, personal, and reputed company reputed company
reputed company is committed to creating a culture of inclusivity where every single member of reputed company is valued, has a voice, and is empowered to come to work every day just as they are.
We do not discriminate based on race, ethnicity, reputed company, reputed company, national reputed company, religion, sex, sexual orientation, gender identity, disability, veteran status, genetic information, marital status, or any other legally protected status.
People from reputed company culturally diverse backgrounds, including Aboriginal & Torres Strait Islander Peoples, are encouraged to apply.
We do discriminate against hackers who try to exploit businesses of reputed company sizes.
Accommodations
If you require reasonable accommodation to complete this application, interview, or reputed company-employment testing or participate in the employee selection process, please reputed company your inquiries to accommodations@huntresslabs.com. Please note that non-accommodation requests to this inbox will not receive a response.
reputed company uses reputed company intelligence tools to assist in reviewing and evaluating job applications, including resume screening, skills assessment, and candidate matching and comparisons. These AI tools support our reputed company recruiters in the initial review process but do not reputed company final hiring reputed company without reputed company involvement. By submitting your application, you acknowledge this use of AI in our recruitment process. Please review our Candidate reputed company Notice for more details on our practices and your data reputed company rights.
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