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Global Director of Customer Support

Ramat-Gan, Israel

About The Position

Aqua Security is looking for a Global Director of Customer Support that will manage our technical support teams across the world and be responsible for defining and executing the customer support strategy. Aqua Security is at the forefront of cloud native security and our customers are among the world’s largest enterprises with implementations across a broad range of cloud providers and modern technology stacks spanning containers, serverless functions, and cloud VMs.

Reporting directly to our Chief Customer Officer, we are looking for a passionate global leader who has driven excellent technical support capabilities with real customer obsession. You will be called upon to implement and leverage programs to drive a world class Customer Support organization, utilizing BI tools to better address our customers, while driving direct support models as well as digital customer support initiatives and innovative solutions. We are looking for someone to be an ambassador between our customers, our product, and R&D teams.

As a valued leader you will instill an investigative and analytical approach to resolve complex customer scenarios. This role will continue to shape who the global technical support team is and make a big impact on who we are as a company.

Responsibilities: 

  • Lead the global technical Support managers and teams, including day-to-day management and professional development.
  • Successfully hire, onboard, and manage a world-class team of Customer Support employees. Mentor and coach managers and employees within the organization to drive ongoing development.
  • Ensure the Support Organization provides best in-class service to our customers
  • Develop organization strategies and business plans to incorporate best customer support practices to meet the Industry and Aqua’s needs. Ensuring targeted service and performance standards are achieved or exceeded.
  • Direct responsibility for customer interactions/communications
  • Establish, maintain, and manage communication channels within and among cross-functional departments – act as the liaison to provide customer feedback between customer, Product Management, R&D and Business units.
  • Deploy an optimize troubleshooting techniques and customer service skills to improve efficiency and performance of the team. 
  • Manage the escalation process within the support team
  • Serve as escalation point and an Executive Sponsor for all matters relative to Customer Support.
  • Ensure the best service level coverage, as well as provide ongoing timely updates on new issues and progress. 
  • Facilitate technical training/mentoring on new product features, workarounds, and processes as needed. 
  • Develop and implement procedures, methods, and processes to keep operational efficiency and mitigate risks to achieve team results. 
  • Manage internal stakeholders.



Requirements

  • Demonstrated strong leadership skills with a focus on inspiring and developing a global world class team.
  • Minimum 5 years of experience in managing and scaling large global technical support service teams, including managing a team of managers.
  • Prior experience working in an international high growth organization.
  • Multi-cultural experience
  • Balanced skillset between tactical hands-on experience with enterprise customers expectations and management as well as visionary and strategic to drive the ongoing evolution of the Customer first mentality.
  • Experience in implementing & integrating support systems and automation tools such as chatbots.
  • Self-motivated, creative and a fast learner.
  • High-level/Native English speaker (required)
  • Working knowledge of customer service software, databases, and tools
  • Experience and involvement in establishing and managing an effective escalation management program.
  • Strong data orientation- analyze data and sales statistics and translate results into actionable solutions
  • Customer-focused for a positive customer experience and resolution.
  • Confident problem solving and managing complex projects with technical data.

About Aqua:

Aqua Security helps enterprises secure their cloud native applications from development to production, whether they run using containers, serverless, or virtual machines. Aqua bridges the gap between DevOps and security, promoting business agility and accelerating digital transformation. 

Aqua’s Cloud Native Security portfolio provides full visibility and security automation across the entire application lifecycle and infrastructure, using a modern zero-touch approach to detect and prevent threats while simplifying regulatory compliance.


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