Manager, Customer Support

Flashpoint is the pioneering leader in threat data and intelligence. We empower commercial enterprises and government agencies to decisively confront complex security challenges, reduce risk, and improve operational resilience amid fast-evolving threats. Through the Flashpoint Ignite platform, we deliver unparalleled depth, breadth and speed of data from highly relevant sources, enriched by human insights. Our solutions span cyber threat intelligence, vulnerability intelligence, geopolitical risk, physical security, fraud and brand protection. The result: our customers safeguard critical assets, avoid financial loss, and protect lives. Discover more at flashpoint.io

Are you an experienced Manager of Customer Support who knows that great support in a technical SaaS product is built on people, process, and real product depth? Flashpoint is looking for a Manager, Customer Support to join our Customer Support team, remote in the United States. If you enjoy building high-performing support teams, owning the customer experience from first ticket to final resolution, and being part of a collaborative, globally distributed team, we have a role for you. This is a player-coach role where you will also dive into the queue and handle support tickets directly when needed.

Our customers are threat intelligence analysts, security operations teams, fraud investigators, and corporate security leaders who rely on Flashpoint to understand and act on threats in real time. When they reach out, they need someone who speaks their language and can move fast. In this role, you will lead the team that makes that happen, developing your people, holding a high bar on every case, and partnering with Product and Engineering to fix problems at the root. You will also shape where support goes next, bringing AI into how we work and scaling self-service so customers can handle routine requests on their own and the team can focus on higher-value work.

We have a role for you if, you:

• Have led and developed a customer support team in a B2B SaaS company, running 1:1s, performance reviews, and career development while owning queue health and case quality for a technical product

• Have owned support KPIs and SLAs and reported on them to leadership, using the data to spot issue trends and improve service

• Have talked directly with technical customers about complex product issues, including turning around unhappy customers, and left them more confident in the product than before they reached out

• Have built or improved a self-service model, knowledge base, or case handling process that measurably increased case deflection or cut resolution time, ideally with AI in the mix

• Have partnered with Product and Engineering to triage defects, prioritize fixes, and get your team ready for new feature releases

• Have represented support during high-severity incidents, managing customer communications and driving improvements in the retro afterward

What you will get to do on our team:

• Lead, coach, and grow the support team through daily standups, bi-weekly 1:1s, performance reviews, career development, and structured onboarding for new hires

• Own the incoming case queue and team schedule, delegating work so daily volume is handled efficiently, with coverage for holidays, PTO, and after-hours cases

• Report monthly KPI and SLA metrics to leadership and turn issue trends into concrete service improvements

• Set and uphold case management standards, running monthly case reviews and giving agents specific feedback that sharpens their technical and customer skills

• Own the Help Center knowledge base and troubleshooting guide, and evolve our self-service and support model with AI, both to drive case deflection and to support the AI capabilities in our products

• Own the customer feedback loop, responding to every negative survey and leading our bi-weekly voice of customer meeting with Product

• Partner with Engineering in the morning defect meeting and with Product at sprint demos, so aging defects get resolved and your team is trained and documented ahead of every release

• Own or oversee escalations and P1 incident communications, working with agents, CSMs, and Engineering to reach the right resolution for every customer

What you will achieve:

Within 30 days:

• Learn the Flashpoint platform, our core customer use cases, and how our customers apply threat intelligence day to day

• Meet each member of the support team one on one, plus key CSMs and your Product and Engineering partners, and join the daily standup and morning defect meeting

• Review current queue volume, SLAs, KPIs, case workflows, and survey feedback to identify early gaps in process, documentation, or coverage

Within 60 days:

• Take full ownership of the case queue, team schedule, and holiday and after-hours coverage model

• Run bi-weekly 1:1s and your first monthly case reviews, with a development plan in place for each agent

• Deliver your first monthly KPI and SLA report to leadership, including the top recurring customer issues and their root causes

By 90 days:

• Run the support function independently, with consistent coverage, case quality, and SLA performance across the team

• Lead the voice of customer meeting and establish a repeatable process for turning support trends and survey feedback into product fixes

• Deliver a prioritized plan for knowledge base and self-service improvements, including where AI can drive case deflection

• Own escalations and P1 customer communications end to end, in lockstep with CSMs and Engineering

• Have the team trained and documented ahead of the next product release

To be successful in this role, you will need:

• Experience managing and developing a customer support team in a B2B SaaS environment, including 1:1s, performance reviews, scheduling, and coverage planning

• Experience owning support KPIs and SLAs and reporting on them to leadership

• Hands-on technical troubleshooting experience with a SaaS platform, including working with APIs, integrations, or logs alongside Engineering

• A working understanding of cybersecurity, threat intelligence, or adjacent security products and the customers who use them

• Confidence communicating directly with technical customers and senior stakeholders, especially during escalations, incidents, and negative feedback

• Experience building knowledge bases, self-service content, and agent training programs

Base Pay Range: $107,500-$135,000/yr. Plus target bonus

Why Flashpoint is a Great Place to Work:

• Diversity.  Flashpoint is committed to fostering, cultivating and preserving a culture of diversity, inclusion, belonging, and equity. We recognize that diversity is key to achieving our vision. We believe that every person and their experiences contribute to building a work environment and products and services that will change the world.

• Culture and Belonging.  Our company’s culture isn’t something you join, it’s something you build and shape, and each person's unique backgrounds and experiences contribute to who Flashpoint is and will become.  You will have ample opportunities to connect with coworkers through various communication channels and company-funded virtual events: book clubs, happy hours, committees, DIBE discussion group, Donut mixers, local team member meetups and much more. 

• Perks. Flashpoint understands that personal wellness is one of the keys to a happy, healthy and productive work environment.  That’s why we also prioritize health and wellness perks like gym reimbursements, expensed lunches, cool cultural initiatives and inclusive employee events.

• Career Growth. Flashpoint is invested in the growth of our team members and understands that frequent, two-way feedback is critical to that growth. We encourage regular one-on-ones with your manager, a regular schedule of performance reviews, learning and development opportunities, and guidance through formalized career paths; whether that be towards being a great manager, being a great individual contributor, or a lateral move to gain breadth of knowledge and experience.

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