Customer Operations Manager

Quantum Gate is dedicated to developing and commercializing cutting-edge post-quantum cryptographic solutions. Our mission is to safeguard enterprise digital environments through innovative protocols and applications that address the evolving challenges of the post-quantum era.

As a Customer Operations Manager you'll establish and run the customer-facing support and service operations function across a growing portfolio of products and customer entities. The role owns the operational framework for customer support including Jira Service Management (JSM), incident and escalation management, the L1/L2/L3 operating model, SLA governance, customer onboarding into support, service reporting and 24/7 support readiness, and ensures operations scale consistently with clear ownership between customer teams, internal support, managed-service partners and Product/Engineering.

Key Responsibilities Customer Support Operations & Service Desk

• Own the end-to-end L1/L2/L3 support operating model across all products and customer entities.
• Govern JSM day to day: request types, queues, workflows, priorities, routing and access.
• Ensure ticket data is fit for SLA measurement and operational reporting.
• Maintain visibility of open incidents, escalations, recurring issues and service risks.
• Drive consistent use of the official support portal.

Incident & Escalation Management

• Coordinate P1 and high-impact incidents from triage through resolution.
• Maintain clear L1-L2-L3 escalation paths, with proper logs and evidence captured before handover.
• Own customer communication and resolution tracking during active incidents.
• Facilitate post-incident reviews and track follow-up actions on recurring issues.

SLA & Service Governance

• Define and maintain achievable SLAs with Product, Engineering and business stakeholders.
• Monitor response, mitigation and resolution performance; flag potential breaches early.
• Capture dependencies, exclusions, supported releases and customer responsibilities in SLA definitions.
• Coordinate security vulnerability SLA processes.

Managed Services / Outsourced L2

• Own the operational interface with the outsourced L2 provider, including 24/7 coverage where required.
• Define scope, coordinate vendor onboarding and product knowledge transfer.
• Maintain escalation paths from external L2 to internal Product/Engineering L3.
• Monitor vendor SLA/KPI performance and run regular service reviews.
• Keep vendor responsibilities clearly separated from permanent engineering code-fix ownership.

Customer & Product Onboarding

• Define operational readiness for new customers: contacts, JSM access, escalation paths, SLA awareness and support procedures.
• Confirm new products are operationally ready before transitioning into support, with handover documentation and knowledge in place.

Service Reporting & KPIs

• Own recurring reporting on ticket volumes, SLA achievement, escalations, recurring issues and service risks.
• Produce monthly customer service reports and internal management reporting from JSM and other approved operational data.

Knowledge Management & Operational Readiness

• Establish and maintain runbooks and troubleshooting procedures aligned with supported releases.
• Ensure L2 teams can perform log analysis, application/backend troubleshooting, basic SRE checks and documented workarounds.
• Coordinate knowledge-transfer sessions with Product/Engineering and close gaps that drive avoidable L3 escalations.

Cross-Functional Coordination

• Act as the operational bridge between the customer and the technical organization, not simply a ticket conduit.
• Partner closely with Product, Engineering/L3, SRE/Dev Ops/Infrastructure, Security, Delivery/PM, Legal/Commercial and external managed-service providers.

Minimum Qualification

• Proven experience in Customer Operations, Technical Support, Service Delivery, IT Operations or Managed Services, including enterprise customer support environments.
• Strong working knowledge of L1/L2/L3 support models and hands-on experience with Jira Service Management (JSM) or a comparable ITSM platform.
• Experience defining and managing SLAs, KPIs and escalation processes, and coordinating technically complex customer incidents.
• Understanding of software and application support, knowledge of SRE, Dev Ops and infrastructure concepts.
• Experience partnering with Product and Engineering teams and producing customer-facing service reports and operational dashboards.
• Experience working with external support vendors or managed-service providers, and exposure to 24/7 support operations,…