Head Of Customers Support

The browser has become the main productivity tool for employees due to driving trends like working remotely, BYOD, and web-based SaaS applications. 

At Seraphic, we are revolutionizing browser security. Our patent-pending technology offers unmatched protection against zero-day attacks, phishing, and malicious downloads. By operating at the core of the browser, we provide comprehensive visibility and control, preventing data loss and leakage. 

Why Seraphic? 

• Seamless Access: Browse internal sites and private applications directly from your browser without a VPN or a remote desktop 
• Innovative Environment: Be part of a team leading the cybersecurity frontier shaping the modern solutions impacting billions of users 
• Challenging Technologies: Engage with a rich SaaS app, high-scale backend processing millions of requests, and a core networking solution, all with the highest level of security 
• Innovation and Leadership: Leverage our patented technology and leadership recognition, such as Frost & Sullivan's 2024 Enabling Technology Leadership Award for Global Zero Trust Browser Security 
• Collaboration and Team: Work with industry experts in a collaborative environment to solve complex problems 

This is an exciting opportunity to join a fast-growing start-up company, consisting of talented team players, with the best-of-breed solution revolutionizing browser security. 

Join us in shaping the future of secure browsing! 

We’re looking for a Head of Customers Support to build, lead, and scale our global support organization — a strategic, hands-on leader who’s passionate about technology, people, and customer success. 

This role sits at the intersection of leadership, technology, and strategy, offering a unique opportunity to shape how customers experience and trust our product. 

What You'll Do: 

• Build and lead our global customers support organization, including local and international teams across Tier 1–3
• Design the support strategy – define structure, processes, KPIs, SLAs, and tools to ensure operational excellence and scalability
• Develop leadership within the teams – hire, mentor, and grow managers and technical experts into strong, independent leaders
• Shape the voice of the customer within the company – drive insights from the field back to R&D, Product, and Security teams to influence roadmap decisions 
• Establish best practices for incident management, root cause analysis, and continuous improvement
• Lead technology adoption – implement systems for ticketing, monitoring, automation, and self-service to improve response time and efficiency
• Partner with Sales and Customer Success to ensure smooth onboarding and long-term retention for enterprise customers 
• Build a high-performance culture centered on collaboration, ownership, and technical excellence