Head of Customer Support

Make Your Mark

Cymulate's Continuous Security Validation enables companies to challenge, assess and optimize their cyber-security posture against the evolving cyberthreat landscape, simply and continuously.

With world-class clients like YMCA, Brinks, and EuroNext we strive to bring the highest level of service to everything we do. Our team is made up of the very best people for the job and as we grow, we're always on the lookout for people with the skills, experience, and personality that will let us both shine. With high scores on Gartner and Glassdoor, our clients and employees have let us know what they love about us.

The Head of Customer Support at Cymulate will be responsible for leading and scaling the company's global customer support operations. This role will ensure the delivery of world-class support across all regions, enabling customers to maximize the value of Cymulate's advanced cybersecurity platform. As a leader, you will be responsible for building a high-performing, scalable support team and developing strategies that enhance the customer experience. Experience in fast-growing startups, cybersecurity, and SaaS environments is essential.

Key Responsibilities:

• Lead and manage the global customer support team to ensure efficient, timely, and high-quality support for customers worldwide.
• Develop and implement a global customer support strategy that aligns with Cymulate's business goals and customer needs.
• Establish and oversee support operations, ensuring 24/7 availability and responsiveness across multiple regions and time zones.
• Drive continuous improvement in support processes, tools, and systems to optimize customer satisfaction and operational efficiency.
• Manage escalations and ensure resolution of critical issues by collaborating with product, engineering, and customer success teams.
• Monitor and report on key support performance indicators (KPIs) including resolution times, customer satisfaction scores (CSAT), and support ticket metrics.
• Hire, train, and develop a global support team, with a focus on enhancing skills related to cybersecurity and SaaS platforms.
• Build scalable knowledge bases and customer self-service options to empower customers to resolve issues independently.
• Maintain compliance with global customer support policies, data protection regulations, and legal requirements.
• Gather customer feedback and insights, driving improvements across support processes and product offerings based on user needs.
• Collaborate closely with the leadership team to influence customer-centric strategies and product roadmaps.
  
  

• Bachelor's degree in a relevant field (e.g., Computer Science, IT, Business).
• 8+ years of experience in global customer support, with at least 3-5 years in a leadership role within cybersecurity or SaaS startups.
• Strong understanding of cybersecurity products and cloud-based platforms.
• Experience leading global teams, managing across different time zones and cultures.
• Hands-on experience with support tools like Zendesk, Salesforce Service Cloud, or similar platforms.
• Excellent leadership, communication, and problem-solving skills.
• Ability to thrive in a fast-paced, startup environment, with experience scaling operations rapidly.
• Knowledge of cybersecurity standards, protocols, and compliance is a plus