Protect your supply chain and manage third-party cyber risk with SecurityScorecard. Trusted by 25,000+ organizations for continuous vendor monitoring and TPRM. Backed by Sequoia and GV.
About the role
We're looking for an AI-native support leader to own and evolve our customer support function. This role sits at the intersection of support, customers, and engineering. The person in this seat is obsessed with the customer experience, thinks in patterns rather than tickets, and treats every support interaction as a signal that can shorten time to value, prevent the next escalation, and move the needle on retention and growth.
What they're looking for
- Experience leading a support, customer success, or technical services team, with a track record of measurably improving customer experience metrics
- Genuine fluency with AI tools in a support context, implementing or scaling AI-assisted triage, drafting, knowledge retrieval, or case deflection, and you understand both the upside and the limits
- Strong analytical instincts: comfortable digging into case data to find root causes and trends, not just closing tickets
- Collaborative, cross-functional operating style to build real partnerships with Product, Engineering, and GTM teams rather than working in a silo
- Excellent listening skills and genuine comfort being customer-facing, including joining live calls when it matters
- A clear grasp of how support work connects to revenue outcomes like NRR and GRR
More about this role
SecurityScorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, SecurityScorecard’s patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting; making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.
Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace,” by Crain’s NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, SecurityScorecard was named to Fast Company’s annual list of the World’s Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing “forward-thinking employers for their unwavering commitment to employee engagement.” SecurityScorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody’s,...
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