Administration & Customer Service, Engineering, Information Technology
4 Year Degree
Wombat Security Technologies, a division of Proofpoint is seeking a Customer Support Manager to join our team at our Pittsburgh, PA office located in the Strip District.
Want to be part of a high energy, collaborative support team? Wombat Security is growing fast--our goal is to support our rapidly expanding, global customer base in the implementation of their cyber security education programs.
Serve as a point of contact for Wombat’s customer support team. You will assume overall customer satisfaction responsibility and act as a manager and mentor for your direct reports.
Develop a trusted relationship with direct reports, peers and management to drive product support and customer satisfaction
Manage direct reports performance and annual reviews. Provide candid feedback to direct reports concerning accomplishments as well as areas of improvement
Provide career development and direction for customer support representatives
Monitor customer support case statistics for trends and provide data-based recommendations
Prepare and educate staff on new features and releases
Identify renewal risk and collaborate with internal teams to remediate
Promote industry best practices
Ensure high quality customer service and technical troubleshooting to internal and external customers
Proactively research and integrate product changes into daily support process
Manage the customer-facing Knowledge Base documentation
Bachelor’s degree in a technology-related program, or an equivalent combination of education and work experience
At least five years of demonstrated success in customer support management required, preferably supporting a SaaS product
Must enjoy the rewards and challenges of a fast paced, large dynamic, collaborative environment
Excellent communication skills, including issue management, triaging and crisis management
High energy, confident, and enthusiastic attitude
Demonstrate innate customer care with strong verbal and written communication skills
Demonstrate smart decision making with attention to detail
Ability to manage resources and achieve exceptional customer satisfaction
Effectively communicate technical information to non-technical audiences
Ability to deliver informative, well-organized presentations
Understands how to communicate difficult/sensitive information considerately
About Wombat Security Technologies, a division of Proofpoint
Wombat Security Technologies, a division of Proofpoint, provides information security awareness and training software to help organizations teach their employees secure behavior. Our SaaS-based cyber security education solution includes a platform of integrated broad assessments, as well as a library of simulated attacks and brief interactive training modules. Wombat's solutions help organizations reduce successful phishing attacks and malware infections up to 90%. Wombat is helping Fortune 1000 and Global 2000 customers in industry segments such as finance, technology, banking, higher education, retail, and consumer packaged goods to strengthen their cyber security defenses, and was recently named one of Pittsburgh’s Top Workplaces by the Pittsburgh Post Gazette and Workplace Dynamics.