Customer Support Manager

Clearwater, Florida

Who We Are:

 

Malwarebytes is the next-gen cybersecurity company that millions worldwide trust. Malwarebytes proactively protects people and businesses against dangerous threats such as malware, ransomware, and exploits that escape detection by traditional antivirus solutions. The company’s flagship product combines advanced heuristic threat detection with signatureless technologies to detect and stop a cyberattack before damage occurs. More than 10,000 businesses worldwide use, trust, and recommend Malwarebytes. Founded in 2008, the company is headquartered in California, with offices in Europe and Asia, and a global team of threat researchers and security experts

We’ve created a fantastic culture that our employees love and were recently named in the top 10 of Fortune Magazine’s “Great Place to Work” list.  We’re growing fast and are looking for some great people to join us.

 

 

Who We Need:

 

We’re looking for experienced and skilled individuals dedicated to providing our customers with the best possible customer service and technical support. This is not only a leadership role to Customer Service Technicians, but is also the “go-to” person in the department for guidance on difficult technical problems and customer service issues.

 

 

What You'll Do:

 

You are a nimble, adaptive, “roll up the sleeves” leader that is ready to both impact and shape a growing and successful company. You demonstrate highly effective decision-making, judgment, communication, and modeling of Malwarebytes core values.

 

Drive daily production activities:

  • Ensure technicians are balancing new cases and current cases, queues are being emptied out
  • Ensure SLA’s are being met
  • Ensure individual tech production is in line with rest of team
  • Examine daily stats and determine improvements/course of actions as needed
  • Handle escalations from internal and external sources
  • Follow-up with and drive positive change based on customer feedback received in customer satisfaction surveys

 

Assist with onboarding new hires:

  • Ensure they have appropriate logins/desk to sit/equipment to use
  • Assist with product and systems training

 

Drive communication:

  • Help drive communication amongst the team
  • Build relationships and communication with other teams
  • Provide feedback from team to Senior Leadership as needed

 

Employee management:

  • Answer product related questions, policy related questions, or help establish these policies
  • Mange HR related issues
  • Identify and manage Performance Improvement plans

 

Manage ticket quality:

  • Ensure soft skills are being used
  • Ensure policies and procedures are being followed
  • Coach technicians and suggest training for team to Senior Leadership

 

Examine department for areas of improvement, work with Senior Leadership to implement:

  • Efficiency
  • Policies and Procedures
  • Communication
  • Systems

 

Case deflection:

  • Look at top issue root causes and drive product related fixes with product management/development
  • Look at top root causes and work with internal resources to create new internal/external Knowledge Base articles

Travel to our other office locations including the United States and Abroad will be required.

 

 

Skills You'll Need to Have:

 

  • 5+ years of experience in manager of technical support roles with a proven track record.
  • Strong analytical, strategic, and problem-solving skills.
  • Ability to effectively operate in a fast-paced, constantly-evolving, collaborative environment
  • Excellent program and relationship management skills with ability to track multiple projects.
  • Self-directed and ability to prioritize and operate independently as required.
  • You’re an energetic leader you inspire others to be the best versions of themselves and provide gateways to ensure success.

          

 

What We Offer:

 

  • An opportunity to do something great for yourself and the world
  • A great work environment that supports growth and development
  • Competitive compensation and benefit packages
  • 401(k) matching program
  • Open time off policy
  • Stocked kitchen with healthy (and some unhealthy) drinks, snacks, fruit and lunch options

A company who enjoys having fun; holiday and summer parties, annual global company off-site, sporting events and lots of other great stuff        

                                                                                                                                    

Apply for Customer Support Manager

Malwarebytes is an equal opportunity employer. Malwarebytes does not discriminate against any employee or applicant because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law. It is Malwarebytes' policy to comply with all applicable national, state and local laws pertaining to nondiscrimination and equal opportunity.