Manager, Technical Support & Customer Operations
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SSL.com is a publicly trusted Certificate Authority operating at the core of global digital trust. We are seeking a Manager, Technical Support & Customer Operations to transform our support function into a high-performance, data-driven operation that matches the complexity and criticality of our products. This role goes beyond traditional support management—owning customer outcomes, influencing product and engineering decisions, and building a scalable support system for both enterprise and SMB customers. SSL.com is one of the few publicly trusted Certificate Authorities (CAs) that issues SSL/TLS, S/MIME, Code Signing, Document Signing, Client Authentication, and IoT certificates. As a voting member of the CA/Browser Forum (CA/B Forum), we are committed to maintaining the highest standards of trust, security, and compliance in the industry. We are currently expanding our team and seeking a talented Manager for Technical Support & Customer Operations, capable of driving excellence across customer experience, technical systems, and operational scalability.
Role Overview:
SSL.com is a publicly trusted Certificate Authority operating at the center of global digital trust. As we expand our product portfolio and modernize our platform, we are seeking a Manager for Technical Support & Customer Operationsto lead and evolve our support function, to meet the expectations of both enterprise and SMB customers. This is not a traditional support management role. This position requires a leader who can operate across customer experience, technical systems, and operational scale. The role will be responsible for ensuring that support is responsive, accurate, and aligned with the complexity of our products and the trust expectations of our customers. The ideal candidate will bring a high level of ownership, proactively identify gaps, and drive improvements across support, product, and engineering interfaces.
Key Responsibilities:
- Own Customer Experience Outcomes Drive measurable improvements in: First response time
- Time to resolution
- Resolution quality
- Customer satisfaction (CSAT)
- Monitor customer sentiment, escalations, and feedback trends Ensure enterprise customers receive consistent, high-quality support
- Lead with Data and Accountability Define and track meaningful KPIs, including: Reopen rates
- Escalation ratesSLA adherence
- Channel effectiveness
- Identify gaps between reported metrics and actual customer experience Proactively surface risks and improvement opportunities to leadership Own AI and Knowledge Effectiveness
- Lead the development and quality of the knowledge base
- Ensure content coverage aligns with top customer issues and escalation drivers
- Oversee AI support systems (chatbot, automation), ensuring: accuracy of responses o alignment with real customer needs continuous improvement based on outcomes
- Measure AI effectiveness based on resolution quality, not just containment Build a Scalable Support ModelAlign support channels (chat, email, phone, enterprise pathways) with actual customer behavior
- Reduce friction that leads to: o customers bypassing support o direct escalation to engineering/leadership
- Improve onboarding and communication for enterprise & SMB customers Drive Cross-Functional Improvement
- Establish a structured feedback loop from Support → Engineering → Product
- Identify and escalate root causes tied to: o product defects o usability gaps o validation and onboarding friction
- Partner with Engineering and Product to reduce support demand through better design Lead and Develop the TeamBuild a team capable of handling Tier I–III support complexity Identify skill gaps and implement training programs
- Ensure consistency in response quality and technical accuracy
- Hold the team accountable to customer outcomes, not just ticket closure
Required Experience:
- 5–8+ years in technical support, customer operations, or related roles2–4+ years managing support or operations teams
- Experience in one or more of: PKI / Certificate Authorities, cybersecurity or identity platforms , developer-facing products or APIs, End-User/Desktop support
- Strong understanding of: technical troubleshooting workflows
- SaaS or platform support environments
- Preferred Experience Familiarity with TLS/SSL, code signing, or certificate lifecycle management
- Experience implementing or managing AI-driven support tools
- Experience supporting enterprise customers in a high-technical, high-trust or regulated environment
Core Competencies:
Systems Thinking Understands that support issues often originate in product, process, or communication gaps.
Data-Driven Judgment:
Uses data to uncover real issues, not just report metrics.
Customer-Centric Mindset Prioritizes real customer outcomes over internal efficiency.
Operational Ownership Takes responsibility for identifying problems early and driving solutions while partnering with product and engineering.
High Agency Acts proactively and does not wait for direction to address gaps.
Cross-Functional Leadership Works effectively with Engineering, Product, Sales, and Compliance.
What Success Looks Like:
- Response times and resolution times meet enterprise expectations
- Customers no longer bypass support to reach engineeringAI provides accurate, reliable assistance for appropriate use cases
- Knowledge base coverage aligns with top customer issues
- Support metrics reflect actual customer satisfaction
Support becomes a trusted extension of the SSL.com platform, not a point of frictionSSL.com is an equal opportunity employer committed to fostering a diverse and inclusive workplace across the globe. We value diversity in all its forms and strive to maintain an environment where every employee is respected, supported, and protected from discrimination.