New

Snr. Director Advanced Support

Clearwater, Florida

About KnowBe4

KnowBe4, the provider of the world's largest security awareness training and simulated phishing platform, is used by tens of thousands of organizations around the globe. KnowBe4 enables organizations to manage the ongoing problem of social engineering by helping them train employees to make smarter security decisions, every day.

Fortune has ranked us as a best place to work for women, for millennials, and in technology for four years in a row! We have been certified as a "Great Place To Work" in 8 countries, plus we've earned numerous other prestigious awards, including Glassdoor's Best Places To Work.

Our team values radical transparency, extreme ownership, and continuous professional development in a welcoming workplace that encourages all employees to be themselves. Whether working remotely or in-person, we strive to make every day fun and engaging; from team lunches to trivia competitions to local outings, there is always something exciting happening at KnowBe4.

Clearwater positions open to candidates located in greater Tampa Bay area.

The Snr. Director Advanced Support is responsible for overseeing the goals and key functions of the Advanced Support Tech and Engineer departments. They will spearhead process improvements while motivating others to meet the challenges of an extremely customer-focused and metrics-driven organization. They will also be responsible for driving forward looking initiatives.

Responsibilities:

  • Help to develop short and long term strategic plans to ensure excellent technical support is provided to our entire customer base
  • Oversee management and staff performance and work to increase team efficiency and effectiveness, while also encouraging team member growth
  • Define and implement performance metrics to ensure accurate tracking of metrics and continuous improvement of our products and services
  • Ensure ticket quality and ticket handling processes are followed correctly
  • Assist in planning expansion and growth in the Advanced Support areas
  • Ensure continuous resource updates and additions for technicians to reference as needed
  • Utilize Advanced Support Engineer area to drive improvements in external relations
  • Liaise as needed with other departments to ensure streamlined services are provided
  • Maintain strong relations with Engineering and Product teams to continually improve operations
  • Resolve escalated requests from both internal and external customers as needed
  • Stay up-to-date on best practices and emerging trends in customer support
  • Solve complex customer service related issues and put a plan in place to proactively prevent negative service trends
  • Develop processes to identify and correct gaps in the customer experience based upon customer feedback
  • Provide genuine recommendations as to the hiring, firing, promotion, and discipline of subordinate employees to which the Company gives significant weight

Qualifications:

  • Associate’s degree in Computer Science, Information Technology or equivalent experience in a similar field 
  • 3 years in a high volume call center environment
  • 2 years in a customer support management role
  • Experience with Gmail and Google Docs
  • Experience with MS Office (Word and Excel)
  • Experience with web browsers (Chrome, Internet Explorer, etc.)
  • Excellent verbal and written communications
  • Excellent time management and organization skills
  • Strong collaborative and team work skills
  • Flexibility, integrity and creative problem-solving skills
  • Ability to build good working relationships across all functions

Our Fantastic Benefits

We offer company-wide bonuses based on monthly sales targets, employee referral bonuses, adoption assistance, tuition reimbursement, certification reimbursement, certification completion bonuses, and a relaxed dress code - all in a modern, high-tech, and fun work environment. For more details about our benefits in each office location, please visit www.knowbe4.com/careers/benefits.

Note: An applicant assessment and background check may be part of your hiring procedure.

Individuals seeking employment at KnowBe4 are considered without prejudice to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other characteristic protected under applicable federal, state, or local law. If you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please visit www.knowbe4.com/careers/request-accommodation.

No recruitment agencies, please.

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