Manager, Customer Support

Flashpoint is a leader in threat data and intelligence, helping commercial enterprises and government agencies address security challenges through its Flashpoint Ignite platform. The Manager, Customer Support will lead and develop a technical B2B SaaS support team, oversee case operations and customer escalations, and partner with Product and Engineering to improve service quality, self-service, and product outcomes.

Responsibilities:

• Lead, coach, and grow the support team through daily standups, bi-weekly 1:1s, performance reviews, career development, and structured onboarding for new hires
• Own the incoming case queue and team schedule, delegating work so daily volume is handled efficiently, with coverage for holidays, PTO, and after-hours cases
• Report monthly KPI and SLA metrics to leadership and turn issue trends into concrete service improvements
• Set and uphold case management standards, running monthly case reviews and giving agents specific feedback that sharpens their technical and customer skills
• Own the Help Center knowledge base and troubleshooting guide, and evolve our self-service and support model with AI, both to drive case deflection and to support the AI capabilities in our products
• Own the customer feedback loop, responding to every negative survey and leading our bi-weekly voice of customer meeting with Product
• Partner with Engineering in the morning defect meeting and with Product at sprint demos, so aging defects get resolved and your team is trained and documented ahead of every release
• Own or oversee escalations and P1 incident communications, working with agents, CSMs, and Engineering to reach the right resolution for every customer
• Learn the Flashpoint platform, our core customer use cases, and how our customers apply threat intelligence day to day
• Meet each member of the support team one on one, plus key CSMs and your Product and Engineering partners, and join the daily standup and morning defect meeting
• Review current queue volume, SLAs, KPIs, case workflows, and survey feedback to identify early gaps in process, documentation, or coverage
• Take full ownership of the case queue, team schedule, and holiday and after-hours coverage model
• Run bi-weekly 1:1s and your first monthly case reviews, with a development plan in place for each agent
• Deliver your first monthly KPI and SLA report to leadership, including the top recurring customer issues and their root causes
• Run the support function independently, with consistent coverage, case quality, and SLA performance across the team
• Lead the voice of customer meeting and establish a repeatable process for turning support trends and survey feedback into product fixes
• Deliver a prioritized plan for knowledge base and self-service improvements, including where AI can drive case deflection
• Own escalations and P1 customer communications end to end, in lockstep with CSMs and Engineering
• Have the team trained and documented ahead of the next product release

Requirements:

• Have led and developed a customer support team in a B2B SaaS company, running 1:1s, performance reviews, and career development while owning queue health and case quality for a technical product
• Have owned support KPIs and SLAs and reported on them to leadership, using the data to spot issue trends and improve service
• Have talked directly with technical customers about complex product issues, including turning around unhappy customers, and left them more confident in the product than before they reached out
• Have built or improved a self-service model, knowledge base, or case handling process that measurably increased case deflection or cut resolution time, ideally with AI in the mix
• Have partnered with Product and Engineering to triage defects, prioritize fixes, and get your team ready for new feature releases
• Have represented support during high-severity incidents, managing customer communications and driving improvements in the retro afterward
• Experience managing and developing a customer support team in a B2B SaaS environment, including 1:1s, performance reviews, scheduling, and coverage planning
• Experience owning support KPIs and SLAs and reporting on them to leadership
• Hands-on technical troubleshooting experience with a SaaS platform, including working with APIs, integrations, or logs alongside Engineering
• A working understanding of cybersecurity, threat intelligence, or adjacent security products and the customers who use them
• Confidence communicating directly with technical customers and senior stakeholders, especially during escalations, incidents, and negative feedback
• Experience building knowledge bases, self-service content, and agent training programs