Cybersecurity Support Operations Manager

1 week ago


New York, New York, United States Synack Full time

Synack's Penetration Testing as a Service platform is committed to making the world more secure by harnessing a talented community of security researchers. We deliver continuous penetration testing and vulnerability management with actionable results, uncovering over 71,000 exploitable vulnerabilities to date.

The Manager of Customer Support and Operations will oversee a team responsible for delivering exceptional support to customers and internal stakeholders while ensuring smooth operations. This role plays a crucial part in developing support strategies, optimizing processes, and providing timely solutions. Collaboration with cross-functional teams, including Customer Success, Service Delivery, and Product Engineering, ensures alignment on customer needs and priorities.

This position involves:

  • Team Leadership and Development: Lead, mentor, and develop a high-performing customer support team to exceed service level targets and customer satisfaction goals.
  • Operations Management: Oversee day-to-day support operations, including case management, issue resolution, test health metrics, special projects, and process standardization.
  • Stakeholder Management: Work closely with the Customer Success and Service Delivery teams to understand customer needs, prioritize cases, and drive satisfaction.

Requirements include:

  • Bachelor's degree in Business, Operations, Information Systems, or related field.
  • 5+ years of experience in customer support or operations, with 2+ years in a managerial role.
  • Proven experience managing teams in a fast-paced environment.
  • Excellent written and verbal communication skills.

We offer a competitive salary of $145,000, benefits, and opportunities for growth and development. As a company, we value diversity and inclusion, and welcome candidates from all backgrounds. Our commitment to embracing diversity enables us to grow and diversify our ideas, experiences, and viewpoints.



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