Company Description

At Sectigo, we align around our mission and pride ourselves in helping thousands of customers sleep better at night.

Sectigo is a leading provider of digital identity and cybersecurity solutions, offering a comprehensive suite of products to protect online transactions and communications. Our mission is to secure the digital landscape for enterprises worldwide.

“When people think Online trust management, they think Sectigo because we offer our customers unparalleled peace of mind.”

How we show up with each other and our customers every day is just as important, and we win as #OneSectigo by living out our core values - Support, Excellence, Collaboration, Teamwork, Integrity, Growth and Openness. We are committed to investing in our diverse teams where everyone understands their role and how they support our strategic goals, we drive operational excellence through scale and efficiency, and we strive to delight our customers and become the market leader in our industry. If you aspire to join a driven team that holds each other accountable to meeting our lofty goals and you’d like to be part of our growth story in delivering a market leading user experience, we’d like to talk to you.

Job Description

We are looking for a Support Operations Lead to join our growing global team at Sectigo.

The Support Operations Lead will oversee and optimize support processes and ensure efficient workflows, high-quality customer interactions, and continuous operational improvements. This role requires strong analytical skills, a customer-first mindset, and expertise in process improvement, reporting, and integration across global operations and cross-functional teams.

This is a full-time and in-office position, working 5 days a week from our Chennai office at DLF IT Park, Manapakkam, reporting to Director, Technical Support. This is an individual contributor role to start and may eventually build a team as we continue to grow.

Here are the core functions, responsibilities, and expectations for this role:

• Develop and implement efficient processes, workflows, and best practices to improve response times and resolution rates.
• Develop & analyze key support metrics (e.g., response time, CSAT, NPS, SLA adherence) and provide insights to improve operational performance.
• Work closely with global operations teams and cross-functional teams (Customer Support, Product, Engineering, Sales) to enhance and integrate support processes.
• Align support operations with Governance, Risk, and Compliance (GRC) practices to ensure regulatory and policy adherence.
• Oversee support tools, platforms, and automation initiatives to drive efficiency.
• Develop, execute, and maintain Standard Operating Procedures (SOPs) for streamlined operations.
• Maintain monthly & quarterly reports to track key performance indicators and operational effectiveness.
• Identify key initiatives to improve processes & operations and implement strategic solutions.
• Stay updated on industry trends and innovations in customer support operations.
• Other duties as assigned and related to the nature of this role and company initiatives.

Qualifications

Education:

• Bachelor’s degree in business, Operations Management, or a related field is strongly preferred.

Experience:

• A minimum of 5+ years of experience in support operations, customer service, or a related field.
• Strong reporting and data analysis skills with the ability to interpret data and drive strategic decisions.
• Ideally a minimum of 2+ years of working experience with Salesforce Service Cloud in an administrator capacity, building flows, familiarity with Salesforce Object Querry Language, Reporting and Dashboards.
• Excellent problem-solving skills and ability to manage escalations effectively.
• Strong communication, interpersonal, and presentation skills.
• Experience in process improvement and automation initiatives is a plus.

Ideal Candidate Profiles, Talents, and Desired Qualifications:

• Proficiency in Excel for data analysis and reporting.
• Experience with JIRA for tracking and managing operational workflows.
• Certified in Salesforce Service Cloud for customer support and operations management.
• Familiarity with visualiz tools like Tableau and Power BI for data visualization.
• Understanding of automation tools to enhance operational efficiency.
• Knowledge of workflow automation (Zapier / Workato)
• Knowledge of Confluence for documentation and knowledge sharing.
• Proficiency in Microsoft Workspace for collaboration.
• Understanding of ITIL framework and best practices for IT service management.
• Familiarity with AI-driven support solutions like, Intercom or Drift.
• Basic SQL skills for querying data for reporting and insights.

Additional Information

Global team. Global reach. Global impact.

At Sectigo, we believe doing good is good business. Our strength and our success come from our team of passionate, engaged individuals who make a difference, both locally and globally. Our commitment to engagement is rooted in an unconditionally inclusive workforce, embodying our unique perspectives, heritages, and backgrounds, all as diverse as the experiences of each Sectigo employee. Importantly, we strive to be recognized not only as the CLM leader but also for our intentional efforts to promote employees into the roles that most challenge and excite them, into experiences that allow them to grow their interests as we grow the business. We are committed to bringing a little bit of fun and a whole lot of happiness into everything we do so that our work – and our team members – reflect the positive outcomes we deliver to our customers every day.