Support Manager II

Strength in Trust 

OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society. 

The Challenge 

We are seeking a Support Manager to lead and elevate our support operations to new heights. This role holds a critical position in the organization, overseeing the daily activities of support analyst teams and ensuring the highest standards of service. The Support Manager will play a key role in coaching, teaching, and developing individual contributors (ICs), fostering a culture of continuous learning and skill enhancement within their team. Coordination between ICs and organizational leadership will be a focal point, contributing to seamless communication and alignment of goals. With a commitment to optimization, you will actively engage in process improvement initiatives, enhancing service quality to meet the evolving needs of our customers. Additionally, strategic planning will be at the forefront, as the Support Manager contributes to the overall success and growth of OneTrust's support function. 

 

Your Mission 

 

• Supervise and lead a team of customer support representatives  

• Analyze customer support metrics to identify trends and areas for improvement 

• Implement strategies to prevent recurring customer problems 

• Use data to make informed decisions and optimize support processes 

• Develop and train the team 

• Collaborate with other departments for improvements 

• Set performance goals, provide feedback, and conduct regular performance evaluations 

• Monitor customer interactions for quality and adherence to company standards 

• Support the resolution of escalated customer issues, collaborating with other departments if necessary 

 

You Are 

• Possess strong interpersonal communication skills, fostering effective collaboration within the team and across departments. 

• Demonstrate leadership skills, including the ability to supervise and mentor a team of support representatives, set performance goals, and conduct regular evaluations. 

• Exhibit proficiency in data analysis, utilizing analytical skills to enhance support processes and optimize performance metrics. 

• Showcase strategic thinking capabilities, contributing to the development of long-term goals for the support function. 

• Display effective organizational and time management skills, adept at handling multiple tasks and priorities in a dynamic environment. 

• Maintain a customer-centric mindset with a strong commitment to delivering exceptional customer service. 

• Communicate with excellence through both written and verbal channels, ensuring clear and impactful communication within the team and with customers. 

• Can share knowledge and foster team growth 

 

Your Experience Includes 

• BA/BS degree in a relevant field or equivalent practical experience 

• 10+ years of progressive experience in customer support, with at least 2 years in a leadership role. 

• Demonstrated ability to lead and motivate a customer support team. 

• Experience in setting and achieving performance targets. 

• Previous experience in a managerial or supervisory role. 

• Firm understanding of the SaaS industry and the ability to quickly grasp new concepts. 

• Ability to communicate technical information in a clear and understandable manner. 

• Extensive customer-facing experience. (enterprise support/customer-facing experience) 

• Excellent verbal and written communication skills across multiple levels of leadership and audiences of varying technical backgrounds 

• Strategic thinking, problem-solving, and decision-making capabilities   

 

Extra Awesome 

• Exceptional OT knowledge (product specific) in relevant area 

• Masters degree in a relevant field 

• Relevant industry certifications (e.g. IAPP, PMP, CCSM, etc.) 

• Advanced level of experience with relevant tools (e.g. Salesforce, Gainsight, Microsoft Office) 

• Advanced or fluent level of multiple languages 

Where we Work

We are embracing an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.

Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.

Benefits

As an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.

Resources  

Check out the following to learn more about OneTrust and its people: 

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

Your Data

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.

Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to askrecruiting@onetrust.com.

Our Commitment to You 

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career. 

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.