Job Type
Full-time
Description
We are looking for a dynamic yet level headed, technically minded but personable leader, motivated and experienced in customer support to join and lead our customer support group.
The Head of Customer Support will be responsible for delivering fantastic customer support for our highly technical SOAR product to a diverse set of worldwide clients.
The ideal candidate will have proven experience working in a customer support leadership position, show excellent leadership and interpersonal skills, have great communication skills, and be a role model and mentor to staff.
As the Head of Customer Support your responsibilities will include:

• Managing the Customer Support department's day-to-day functions.
• Responding to escalated customer support issues.
• Implementing and improving customer support processes to enhance customer satisfaction and excitement.
• Formulating and revising customer support policies and promoting their implementation.
• Informing the team of new information related to products, procedures, and trends.
• Assessing support statistics and preparing detailed reports on the findings.
• Interviewing and hiring new employees.
• Overseeing and evaluating the team's ongoing training efforts.
• Delivering performance evaluations and growing your team and its members.
• Managing the budget of the customer support department.

Who we are, and what we offer:
Swimlane is a rapidly growing, innovative startup with a passionate team focused on improving IT security practitioners' lives through security automation and orchestration. At Swimlane, we work with a cutting-edge technology stack to create and distribute products that empower Security Operations teams to automate time-consuming and repetitive tasks, allowing them to focus on the advanced security activities that are most important to their work. We are headquartered in the Denver, CO metro area, but our employees span 23 states and six countries. We offer competitive salaries and benefits, along with a community-based culture of transparency and innovation. Become a Swimlaner today!
For you to take care of yourself both professionally and personally, we offer a total rewards package that includes several great benefits, including:

• Medical, dental, and vision coverage paid by Company at 100% for employee & 50% for dependents
• 401(k) plan participation with 3% Company safe harbor contribution & 100% immediate vesting
• Unlimited PTO & 12 Company paid holidays
• Company paid short-term disability, long-term disability, basic life insurance, and AD&D
• Health Savings Account (HSA) for eligible plan participants
• Company-sponsored training & professional development opportunities
• Great company culture of collaboration and innovation

Here at Swimlane, our core focus is to Automate the World of Security and we strive to represent our five core values in all things we do:

• Punch above our weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
• Be a happy innovator - The hard problems are the fun problems to solve, we're excited to take on difficult challenges and find creative solutions.
• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.
• Have honesty and integrity in all things - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.

Requirements
Job Requirements:

• College diploma or equivalent.
• Proven experience as a customer support leader, preferably within a similar environment.
• Thorough knowledge of legislation pertaining to consumer protection.
• Prior experience in a managerial or supervisory role will be advantageous.
• Top-notch oral, written, and interpersonal abilities.
• Well-developed arbitration skills with the ability to remain impartial.
• Affinity for multitasking with precision.
• Capacity to accept and utilize constructive criticism.
• Alignment with our company's values.

Swimlane is at the forefront of the growing market for security automation and orchestration solutions that automate and organize security processes in repeatable ways to get the most out of available resources and accelerate incident response. Swimlane offers a broad array of features aimed at helping organizations to address both simple and complex security activities, from prioritizing alerts to remediating threats and improving performance across the entire operation. EMOTE