Director Customer Support

About Security Scorecard:

Security Scorecard is the global leader in cybersecurity ratings, with over 12 million companies continuously rated, operating in 64 countries. Founded in 2013 by security and risk experts Dr. Alex Yampolskiy and Sam Kassoumeh and funded by world-class investors, Security Scorecard's patented rating technology is used by over 25,000 organizations for self-monitoring, third-party risk management, board reporting, and cyber insurance underwriting;

making all organizations more resilient by allowing them to easily find and fix cybersecurity risks across their digital footprint.

Headquartered in New York City, our culture has been recognized by Inc Magazine as a "Best Workplace," by Crain's NY as a "Best Places to Work in NYC," and as one of the 10 hottest SaaS startups in New York for two years in a row. Most recently, Security Scorecard was named to Fast Company’s annual list of the World's Most Innovative Companies for 2023 and to the Achievers 50 Most Engaged Workplaces in 2023 award recognizing "forward-thinking employers for their unwavering commitment to employee engagement."

Security Scorecard is proud to be funded by world-class investors including Silver Lake Waterman, Moody's, Sequoia Capital, GV and Riverwood Capital.

About the Role:

We're looking for an AI-native support leader to own and evolve our customer support function. This role sits at the intersection of support, customers, and engineering. The person in this seat is obsessed with the customer experience, thinks in patterns rather than tickets, and treats every support interaction as a signal that can shorten time to value, prevent the next escalation, and move the needle on retention and growth.

This role follows a hybrid work model based on proximity to our office locations. Employees who live within 75 miles of our Midtown NYC or Downtown Austin office are required to work onsite 1-2 days per week. Employees who live outside a 75-mile radius of both offices are eligible for fully remote work.

• Lead and develop a high-performing support team, building an operating model that uses AI tools to triage, resolve, and route cases faster, without losing the human judgment high value customers need for complex issues.
• Relentless focus on reducing time to value and removing friction at every touchpoint.
• Identify and remove internal blockers that slow the team down, whether that’s tooling, process, staffing, or cross-team handoffs.
• Partner closely with Product on the support roadmap, feeding customer signal into prioritization and closing the loop on shipped fixes.
• Analyze support case data to identify patterns and emerging trends, and work directly with Engineering to get ahead of issues before they escalated or repeat at scale.
• Build and maintain an escalation management process that catches risk early and keeps the right stakeholders informed.
• Get on calls with customers regularly, this is not a desk-only leadership role. Show up for high-value or high-risk conversations, listen first, and use what you hear to improve the broader system.
• Partner with CSMs and Account teams to align support strategy with account health, renewal conversations, and expansion opportunities.
• Define and track the metrics that matter CSAT, time to resolution, time to value, escalation rate and tie support performance directly to NRR and GRR outcomes.
• Champion a culture of customer obsession across the team: hire, coach, and develop support professionals who listen well and advocate hard for the customer.

• Experience leading a support, customer success, or technical services team, with a track record of measurably improving customer experience metrics.
• Genuine fluency with AI tools in a support…