The role involves driving strategies for customer support, leading a global team, implementing AI and automation, and collaborating cross-functionally to improve customer support efficiency.
Join Secure Code Warrior to create a safer digital landscape by assisting companies to secure their software through developer-led practices!
Secure Code Warrior’s mission is to establish new standards for coding that transform the ways software is created. We do this by providing the world’s leading agile learning platform that delivers the most effective secure coding solution for developers to learn, apply, and retain software security principles. More than 600 enterprises trust Secure Code Warrior to implement agile learning security programs, build safer software, and create a culture of developer-driven security. We are a venture-backed company with offices in Australia, the United States, Belgium, Iceland, and the United Kingdom.
What You’ll Do
Drive Strategy & Operational Excellence
Support Roadmap & Scaling: Own and execute the Support roadmap, continuously improving ways of working (WoW), processes, and methodologies to support global scale.
AI & Automation: Lead the adoption of AI, machine learning, and automation tools to streamline workflows, reduce handling time, and unlock non-linear scale.
Data-Driven Insights: Build a strong metrics-driven culture. Establish dashboards, analyze ticket trends (volume, capacity, resolution, backlog), and use insights to optimize staffing, routing, and training.
Self-Service Excellence: Build, expand, and maintain a robust self-service ecosystem—including documentation, troubleshooting guides, and knowledge bases—working closely with Marketing and Product to maximize customer self-resolution.
Lead, Coach & Develop a High-Performing Global Team
Global Leadership: Lead and scale a geographically distributed team of Technical Support Engineers across Australia, the U.S., and EMEA, ensuring seamless global coverage.
Coaching & Growth: Foster a culture of continuous learning, technical excellence, and customer-centricity. Provide mentorship, career development, and ongoing skills improvement.
SLA & Quality Ownership: Define, monitor, and elevate performance standards—including response times, resolution rates, CSAT, and NPS—ensuring consistent delivery against aggressive SLAs.
Collaborate Cross-Functionally & Drive Business Impact
Customer Insights: Translate support data into actionable insights that shape Customer Health Scores, influence product decisions, and inform strategic priorities.
Engineering & Product Partner: Work closely with Engineering to manage technical SLAs, streamline bug triage, and accelerate critical fixes. Partner with Product to prepare the team for new features and releases.
Service Expansion: Collaborate with Professional Services to design, package, and launch enhanced support offerings—including tiered or premium options—to drive incremental revenue and customer value.
What You’ll Bring
Proven Support Leadership: You’ve built or scaled a Customer Support organization within a B2B SaaS environment and understand the difference between reactive support and proactive, value-driven customer success.
Strategic & Hands-On: You move fluidly between big-picture strategy and hands-on execution—whether planning multi-year support evolution or jumping into Zendesk to resolve a time-sensitive escalation.
Customer-Obsessed: You view every support interaction as an opportunity to build trust, loyalty, and advocacy.
Systems & Process Thinker: You instinctively create structure—processes, documentation, and automation—to eliminate friction and prevent repeat issues.
Technically Curious: You stay on top of emerging technologies, especially AI, and are excited to leverage them to transform support operations.
Required Experience & Qualifications
- 5+ years of leadership experience in a high-tech (ideally B2B SaaS) environment.
- 3+ years leading a global, 24/7 technical support organization.
- Demonstrated success implementing AI or automation in a Customer Support environment to drive scale and efficiency.
- Strong analytical experience—including the ability to interpret large datasets, build reporting frameworks, and drive operational improvements from insights.
- Proven success building, launching, and maintaining comprehensive self-service support programs.
Top Skills
AI
Machine Learning
Zendesk
Secure Code Warrior Sydney, New South Wales, AUS Office
29-43 Balfour St, Sydney, New South Wales, Australia, 2008
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