Director, Global Customer Support

El Segundo, CA

Location(s)

El Segundo, CA

Team(s)

Customer Success & Support


Director, Global Customer Support (LA/El Segundo location required)

Company Description

Rapid7 (NASDAQ: RPD) is helping organizations around the globe advance securely. Our technology, services, and community-focused research simplify complexity for security teams, helping them reduce vulnerabilities, monitor for malicious behavior, investigate and shut down attacks, and automate routine tasks. With more than 9000 customers across 120+ countries, Rapid7 is a recognized leader in cybersecurity that has proudly earned numerous industry accolades and strong recognition for our technology and culture. Learn more at www.rapid7.com.

The Opportunity

Rapid7's Global Customer Support team is looking for an experienced support leader for our Los Angeles and Asia-Pacific-based teams.  This is a highly visible role reporting to the VP of Customer Solutions and an opportunity to shape Rapid7's evolving customer experience and support strategies as well as drive continuous improvement on a global scale.  Rapid7 is seeking a candidate that brings the right blend of customer-focus and execution skills to enhance our overall program. If you are an innovative support leader who has the experience and the commitment to developing a global team to provide outstanding customer interactions, then this could be a great match!

Essential Responsibilities

  • Work directly with our Los Angeles and Asia-Pacific-based support teams to successful customer outcomes

  • Collaborate with Customer Success Management and other internal stakeholders to drive customer success and provide long-term value for our customer base

  • Engage directly with our customers to garner feedback and ensure quality of service

  • Evolve key processes across the teams to scale and drive customer value

  • Develop and lead global programs focused on continuous improvement and evolution of support offerings

  • Team with our Support Innovations team to implement systems and processes designed to enable scale and support excellence

  • Partner with Rapid7's Product teams to provide customer feedback, streamline processes and improve customer outcomes

  • Build upon Rapid7's Support career framework to enhance the team's focus on personnel development

  • Participate as a member of our global Customer Success Leadership team to collaborate as we evolve Rapid7's customer experience

Job Requirements

  • 10-15 years leading customer-facing technical support teams with a commitment to providing superior customer experiences

  • Experience working in B2B Technical Support in a growing SaaS-based company

  • 5+ years experience in a leadership position including managing managers  

  • Dedicated cross-functional orientation and ability to build relationships with other leaders and teams

  • Creative problem-solving ability and forward-thinking mentality

  • Strong leadership and communication skills

  • Experience managing remote teams

  • Security industry experience is a plus