WHAT YOU’LL DO
- Define and drive the roadmap for scaling Wiz’s customer support organization in alignment with evolving customer and business needs.
- Design and implement a global support model that raises the bar for excellence in cloud security.
- Lead the enhancement and operationalization of premium support services, including SLAs, custom plans, and dedicated resources.
- Optimize and scale support tools and systems (e.g., ServiceNow) to improve ticket management, escalation workflows, and performance reporting.
- Build data-driven frameworks for global workforce planning, coverage modeling, and customer issue resolution.
- Champion the voice of the customer through feedback loops, systemic issue resolution, and continuous improvement initiatives.
- Partner with Product, Engineering, and Customer Experience teams to proactively address support challenges.
- Create dashboards and reports to monitor key metrics like CSAT, time-to-resolution, and support efficiency.
- Empower support teams with the tools, training, and resources they need to succeed.
- Foster a culture of excellence, growth, and feedback across the support organization.
WHAT YOU’LL BRING
6+ years of experience in support operations, customer experience, or technical operations roles, preferably in a high-growth SaaS environment.
- Proven ability to lead strategic initiatives while executing hands-on in a fast-paced, evolving environment.
- Experience implementing and optimizing support tools such as ServiceNow or similar platforms.
- Deep understanding of global support models and workforce planning.
- Track record of building and operationalizing premium or tiered support offerings.
- Strong analytical skills with the ability to build and interpret reports, dashboards, and KPIs.
- Customer-first mindset with a passion for enhancing support experiences through process and tooling.
- Excellent cross-functional collaboration skills with experience working across product, engineering, and customer-facing teams.
- Strong leadership, communication, and mentoring abilities.
- Experience with cloud security or cybersecurity is a plus.
Applicants must have the legal right to work in the country where the position is based,without the need forrole does not offer
