Manager, Customer Support

BitSight

BitSight

Customer Service
Lisbon, Portugal
Posted on Monday, September 11, 2023

Bitsight is a cyber risk management leader transforming how companies manage exposure, performance, and risk for themselves and their third parties. Companies rely on Bitsight to prioritize their cybersecurity investments, build greater trust within their ecosystem, and reduce their chances of financial loss.
Built on over a decade of technological innovation, its integrated solutions deliver value across enterprise security performance, digital supply chains, cyber insurance, and data analysis.

  • We invented the cyber ratings industry in 2011
  • Over 3000 customers trust Bitsight
  • Over 750 teammates are dispersed throughout Boston, Raleigh, New York, Lisbon, Singapore, Argentina, and remote

Manager, Customer Support (Lisbon, Portugal)

Are you passionate about delivering high quality customer support experiences? Do you enjoy helping the members of your team deliver outstanding support while also growing and developing as individuals? Do you have experience using metrics and processes to help remove roadblocks and make your team more effective? If so, we want to talk to you!

BitSight is a fast growing SaaS startup that has already established itself as the standard in the nascent security ratings market. BitSight Security Ratings help companies manage the information security risk associated with their vendors and insurers and understand the full extent of the risk they are assuming when underwriting cyber insurance policies. Our easy to understand ratings are integrated into processes at organizations ranging from the state universities to Fortune 1000 companies.

We strive to deliver great support to our growing customer base and ensure that our users get the most value from the BitSight platform. As a Customer Support Manager based in Lisbon, you will be responsible for helping our Technical Support Team help our customers get value out of BitSight.

Responsibilities:

Communicate with Customers: We work with a wide variety of Enterprise customers across industries. Sometimes your team will need you to jump in and help them navigate a difficult conversation or calm down an upset client.

Support the Team: Yes, there’s the day-to-day feedback as the team handles a variety of tickets. But we are also looking for a manager committed to helping the team develop their own unique skill sets and become more autonomous in their existing roles.

Build out Process and Structure: We focus on building out Process and Structure that help the team move the needle on being more efficient, providing a better support experience and making the team’s jobs easier. We don’t want to manage to a number. We focus on outcomes that improve the team’s health and the customer’s experience.

Work Cross Functionally: We partner closely with our Product, Engineering, Customer Success, and Sales/Account Management. We are looking for someone who wants to focus on working collaboratively with those teams to solve customer pain points, and improve support workflows.


Requirements/Skills:

  • 2+ years in a Support Management role with a background in technical support.

  • Worked with B2B customers. Experience with Enterprise customers is a plus.

  • Proven track record of de-escalating tense customer situations

  • Strong written and verbal communication skills.

  • Nice to Have: SaaS experience

Why Work for Us

  • Be part of a late stage startup that is the standard in the Security Ratings Market.

  • PTO

  • Flexibility to work from home and the option to work from our Lisbon office.

  • Benefits package, including Health, Dental and Vision

  • Join a team that is excited to come to work every day

  • We are an Equal Opportunity Employer

Diversity. Bitsight is proud to be an equal opportunity employer. This means we do not tolerate discrimination of any kind and are committed to providing equal employment opportunities regardless of your gender identity, race, nationality, religion, sexual orientation, status as a protected veteran, or status as an individual with a disability.

Culture. We put our people first. Bitsight offers best in class benefits. We devote the same energy to nurturing our company's inclusive culture as we apply to serving our customers' needs. Working at Bitsight will give you the opportunity to fulfill your professional goals and expand your skills.

Open-minded. If you got to this point, we hope you’re feeling excited about the job description you just read. Even if you don’t feel that you meet every single requirement, we still encourage you to apply. We’re eager to meet people that believe in Bitsight’s mission and can contribute to our team in a variety of ways.

Additional Information for United States of America Applicants:

Bitsight also provides reasonable accommodations to qualified individuals with disabilities or based on a sincerely held religious belief in accordance with applicable laws. If you need to inquire about a reasonable accommodation, or need assistance with completing the application process, please email . This contact information is for accommodation requests only, and cannot be used to inquire about the status of applications.

Qualified applicants with criminal histories will be considered for employment consistent with applicable law.

This position may be considered a promotional opportunity pursuant to the Colorado Equal Pay for Equal Work Act.