Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode,  fueled by a recent $190m series C round.

About the Role

We are seeking a strategic and hands-on Director of Client Success to lead our Client Success function. This role will drive partner satisfaction, retention, and expansion by aligning onboarding, support, and account management efforts. You will partner cross-functionally with Sales, Product, and Technical Support to ensure our clients realize maximum value from our platform. As an AI-first leader, you will deploy automation, predictive analytics, and AI-powered tooling to scale the CS function, reduce churn risk, and drive measurable business outcomes across Blackpoint’s partner ecosystem.

What You’ll Do

• Lead and scale the Client Success team, fostering a culture of accountability, data-driven decision-making, and excellence.

• Own the partner journey from onboarding through renewal, ensuring a seamless and increasingly automated experience.

• Partner with Sales and Product to align on partner needs, feedback loops, and AI-derived signals.

• Develop and maintain CS playbooks, AI tooling standards, and a Center of Excellence (CoE) framework to drive operational consistency and repeatable outcomes across the team.

• Use platform telemetry and product usage signals to surface adoption gaps, at-risk accounts, and expansion opportunities, shifting from reactive to predictive partner management.

• Define and track a comprehensive metrics framework: Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Time-to-Value (TTV), product adoption scores, and AI-generated partner health scores.

• Deploy and govern AI-powered partner health dashboards, churn prediction models, and automated playbook workflows to proactively manage risk and expansion at scale.

• Build AI-assisted onboarding sequences and digital engagement programs that scale partner coverage without proportional headcount growth.

What You’ll Bring

• 8+ years in Customer Success or Account Management, with 5+ years in a leadership role.

• Demonstrated track record in cybersecurity & MSP-focused environments, or with a clear demonstrated ability to operate in a highly technical B2B product environment.

• Proven ability to lead cross-functional initiatives and drive measurable outcomes.

• Strong communication, analytical, and executive presence skills, including the ability to present data-driven outcomes to C-suite stakeholders.

• Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.

• Demonstrated experience building AI-assisted CS motions, automated digital-touch programs, LLM-assisted workflows, and AI-driven intervention playbooks.

• Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.

• Track record of owning and improving NRR, GRR, and expansion revenue in a high-growth SaaS or cybersecurity environment.

• Experience communicating AI-driven value and ROI to C-suite stakeholders, moving conversations from feature adoption to quantifiable business outcomes.

• Familiarity with AI governance, prompt engineering, or building with LLM-based tooling is a plus.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races,  colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital  status, or any other legally protected status. We are committed to equality of opportunity in all  aspects of employment.  For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode,  fueled by a recent $190m series C round.

About The Role:

The Director of Technical Support is a leadership role responsible for the execution and continuous improvement of Blackpoint Cyber’s technical support function. This individual will lead a team of technical support professionals, as a player-coach, dedicated to delivering timely, high-quality resolution experiences for Managed Service Provider (MSP) partners. As an AI-first leader, you will deploy agentic triage tools, drive automated Tier-1 resolution workflows, and intelligent deflection capabilities to scale the function’s impact.

This role requires a leader equally comfortable at the strategic and tactical levels — someone who can architect long-term support programs while staying close to operational details that drive meaningful change. The Director of Technical Support will own the team’s performance metrics and serve as a critical cross-functional partner to Engineering, Product, and Customer Success, ensuring field intelligence continuously informs the broader organization. The ideal candidate brings proven experience leading technical support organizations within cybersecurity, SaaS, or managed services environments, with a strong command of data-driven operations — including dashboard design to monitor team health, surface trends, and communicate performance insights to stakeholders. You also have hands-on experience deploying AI-powered support tools and building the frameworks that allow AI agents to operate at production scale in security-sensitive environments.

What You’ll Do

• Strategy & Execution: In conjunction with VP Customer Growth, define and drive the multi-year vision and roadmap for the Technical Support function, including the phased deployment of AI triage agents, automated Tier-1 resolution tools, and self-service capabilities, translating business objectives into measurable team-level goals and operational plans.

• Operational Ownership: Own all support KPIs end-to-end, including NPS, MTTR, first contact resolution, escalation rate, and SLA adherence, alongside the development of new AI-era metrics: ticket deflection rate, Tier-1 automation rate, self-service resolution rate, and knowledge base coverage rate, with direct accountability for outcomes.

• People Leadership: Recruit, develop, and retain a high-performing team of technical support engineers and team leads; define clear career paths, conduct regular coaching and performance reviews, and foster a culture of ownership and continuous improvement. Build data literacy as a core team competency, coaching support engineers to work alongside AI tools as partners, not replacements.

• Cross-Functional Partnership: Serve as a voice of the customer internally, converting support patterns and field intelligence into actionable feedback loops with Product, Engineering, and Customer Success. Use AI-derived ticket clustering and sentiment analysis to translate high-volume signals into prioritized product input, moving from anecdotal feedback to data-led influence.

• Incident Response Coordination: Oversee the support team’s role during critical security incidents affecting MSP partners, ensuring rapid escalation, clear partner communication, and tight coordination with internal technical teams. Define and enforce human-in-the-loop protocols for AI-assisted workflows during incidents, ensuring agents escalate correctly, and governance controls hold under pressure.

• Process & Tooling Optimization: Continuously evaluate and improve support workflows, escalation paths, and tooling (e.g., Zendesk, Zendesk AI, Salesforce , Jira) to increase resolution velocity and scale the team efficiently. Champion the adoption of agentic support tools from AI-powered triage and auto-resolution to LLM-assisted knowledge base maintenance and QA automation.

• Knowledge Base Governance: Build and maintain a continuously improving knowledge base using AI gap detection to identify missing or outdated articles from unresolved ticket patterns and auto-draft new content for human review.

• AI Triage & Automated Resolution Ownership: Deploy and govern AI-powered ticket triage agents and automated Tier-1 resolution workflows, targeting ~30% deflection of structured, repeatable tickets without human involvement.

• AI Governance & Compliance: In coordination with Blackpoint’s compliance team, establish governance standards for AI use in the support function, permission enforcement, complete audit trails, escalation triggers, and data handling controls that meet Blackpoint’s security and compliance standards.

• Dashboard & Data Intelligence: Design, maintain, and evangelize real-time operational dashboards that surface team health and performance metrics; share insights cross-functionally with Engineering, Product, and Senior Leadership to drive informed decision-making. Leverage AI-generated pattern detection to identify recurring ticket clusters, surface product defects, and proactively reduce support demand at its source.

• Executive Reporting: Present support performance metrics, trend analysis, and strategic initiatives to senior leadership on a regular cadence; translate complex operational data into clear, executive-level narratives. Include AI performance dashboards showing deflection rates, automation coverage, and ROI of AI investment in the function.

What You Bring

• 8+ years in technical support, with at least 5 years in a senior leadership role

• Direct experience in cybersecurity, SaaS, or managed services environments demonstrated understanding of the stakes when a customer’s security posture is at risk.

• Proven track record building and scaling technical support organizations in high-growth technology companies.

• Strong data fluency: ability to design, read, and communicate from operational dashboards; experience using support analytics to drive cross-functional decisions.

• Deep familiarity with support tooling (e.g., Zendesk, Salesforce, Jira) including hands-on experience deploying AI features within those platforms Zendesk AI or equivalent agentic support tools and governing their performance in production.

• Demonstrated ability to operate at multiple altitudes, engaged in technical escalations one hour, presenting to the executive team the next, without losing effectiveness at either level.

• Excellent written and verbal communication skills; proven ability to translate complex technical issues into clear, executive-level summaries and partner-facing communications.

• Proven track record of managing multiple priorities and delivering results in high-growth, fast-paced environments.

• Hands-on experience deploying AI-powered support triage, automated resolution workflows, or deflection tools with measurable outcomes on deflection rate, MTTR, or SLA compliance.

• Experience using AI-driven ticket pattern analytics to surface recurring issues to Product and Engineering reducing support demand at source rather than managing it more efficiently.

• Familiarity with AI governance requirements in enterprise support environments: permission enforcement, audit trails, escalation trigger design, and data handling compliance (SOC 2, GDPR, HIPAA where relevant).

• Experience leading change management for AI adoption within a support team helping engineers transition from Tier-1 ticket handlers to AI supervisors, edge case resolvers, and knowledge curators.

Qualifications

• Experience supporting an MDR, EDR, or SOC.

• Familiarity with the MSP channel and the dynamics of supporting partners who serve hundreds of end customers.

• Experience building or operating 24⁄7 support coverage models, including AI-assisted follow-the-sun or always-on deflection for after-hours partner support.

• CISSP, CISM, CompTIA Security+, or equivalent cybersecurity certifications.

• Familiarity with ITSM frameworks (ITIL v4) as they apply to AI-assisted operations: incident classification, knowledge management, and continual improvement.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races,  colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital  status, or any other legally protected status. We are committed to equality of opportunity in all  aspects of employment.  For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.

ELVTR is a premier online education platform specializing in live courses led by industry experts from global companies such as Nike, Netflix, Google, and more. Since our establishment in 2020, we have grown from a small team to 140 talented members, delivering education to over 17,000 students worldwide. We are currently expanding our team to support our growing network of instructors and the continued scale of our live course offerings.

Position Overview

We are seeking a Student Care Team Lead to manage a team of 3 Student Care Representatives while personally owning a portfolio of UK courses as a practising rep. This is a dual role — half your time will be spent leading, coaching, and improving team performance; the other half delivering direct, high-quality student support. You will be the quality benchmark for your team and the primary escalation point for the UK market.

This is a full-time remote position.The Working Hours for this role are 10AM-6PM BST.

This role is for you if you are:

• A Natural Leader: You inspire and develop those around you, setting clear expectations while creating a culture of accountability and care.
• A People Pleaser at Heart: Even in a leadership capacity, you stay close to the student experience and find genuine satisfaction in resolving issues and delighting people.
• A Clear Communicator: Your written and verbal English is excellent — whether coaching a rep, de-escalating a student concern, or writing a process doc.
• Data-Driven: You use metrics and feedback to spot trends, identify gaps, and continuously raise the bar for your team.
• A Tech-Savvy Troubleshooter: Comfortable navigating multiple platforms and helping others do the same.
• A Process Builder: You can identify inefficiencies and turn them into scalable, repeatable workflows.

Responsibilities

Team Leadership (≈60%)

• Team Management: Directly oversee, support, and develop a team of 3 Student Care Representatives, ensuring consistent performance and morale.
• Onboarding & Training: Lead the onboarding of new reps and deliver ongoing training to maintain quality standards across the team.
• Performance Monitoring: Track individual and team KPIs (response times, satisfaction scores, resolution rates); provide regular feedback and conduct 1:1s.
• Escalation Handling: Act as the first escalation point for complex or sensitive student issues that require senior intervention.
• Process Improvement: Identify recurring issues and gaps in workflows; develop and document SOPs to improve team efficiency and student outcomes.
• Reporting: Compile and present regular performance reports to management, surfacing insights on student satisfaction and team health.
• Scheduling & Coverage: Manage team scheduling to ensure adequate coverage across UK market hours, including live class support.

Student Care (≈40%)

• Direct Support: Personally manage a portfolio of UK courses, engaging with students via phone, email, and online chat.

• Live Class Assistance: Provide real-time support to instructors and students during live sessions for a seamless educational experience.

• Community Engagement: Foster student-to-student interaction and maintain an active, supportive learning community.

• Instructor Liaison: Facilitate clear and timely communication between students and instructors.

• Issue Resolution: Proactively address and resolve student concerns, including technical troubleshooting, to ensure uninterrupted learning.

• Experience: 2+ years in a customer support, student success, or client-facing role; at least 1 year in a team lead or supervisory capacity preferred.

• Educational Background: A Bachelor’s degree in Business, Communications, or a related field is preferred.

• Language Proficiency: Excellent English communication skills, both written and verbal, are mandatory.

• Technical Skills: Ability to perform minor technical troubleshooting required.

• Leadership Skills: Demonstrated ability to coach, motivate, and hold a small team accountable in a remote environment.

• Analytical Thinking: Comfortable working with performance data to draw actionable conclusions.

• Presentation Skills: Confident and presentable on Zoom, able to host both student-facing and internal team meetings.

• Time Management: Highly organised with the ability to context-switch effectively between leadership responsibilities and hands-on student support.

• High earning potential with competitive base pay, performance-based bonuses, and growth opportunities.

• Mental health support, fitness reimbursements, generous vacation policy, and access to all ELVTR courses.

• A fast-paced, performance-driven culture that rewards ownership, initiative, and results.

Why You Should Join ELVTR:

You’ll play a key role in shaping the student experience across our UK market, leading a support team while directly impacting student satisfaction, retention, and learning success. Your work will help create a seamless and supportive educational journey for thousands of learners worldwide.

ELVTR is scaling quickly, and with that comes opportunity. High performers gain autonomy, visibility, and fast career growth.

You’ll work alongside driven, high-performing teammates who care deeply about execution and impact.

Join Us:

If you thrive in high-trust, high-accountability environments and enjoy working closely with senior professionals to deliver exceptional experiences, we’d love to hear from you.

Due to the high volume of applications, we will only be able to respond to candidates we wish to move forward with. Thank you for your understanding.

ELVTR is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

ELVTR is a premier online education platform specializing in live courses led by industry experts from global companies such as Nike, Netflix, Google, and more. Since our establishment in 2020, we have grown from a small team to 140 talented members, delivering education to over 17,000 students worldwide. We are currently expanding our team to support our growing network of instructors and the continued scale of our live course offerings.

Position Overview

We are seeking a Support Team Lead for the UK Market to manage a team of 3 Student Care Representatives while personally owning a portfolio of UK courses as a practising rep. This is a dual role — half your time will be spent leading, coaching, and improving team performance; the other half delivering direct, high-quality student support. You will be the quality benchmark for your team and the primary escalation point for the UK market.

This is a full-time remote position.The Working Hours for this role are 10AM-6PM BST.

This role is for you if you are:

• A Natural Leader: You inspire and develop those around you, setting clear expectations while creating a culture of accountability and care.
• A People Pleaser at Heart: Even in a leadership capacity, you stay close to the student experience and find genuine satisfaction in resolving issues and delighting people.
• A Clear Communicator: Your written and verbal English is excellent — whether coaching a rep, de-escalating a student concern, or writing a process doc.
• Data-Driven: You use metrics and feedback to spot trends, identify gaps, and continuously raise the bar for your team.
• A Tech-Savvy Troubleshooter: Comfortable navigating multiple platforms and helping others do the same.
• A Process Builder: You can identify inefficiencies and turn them into scalable, repeatable workflows.

Responsibilities

Team Leadership (≈60%)

• Team Management: Directly oversee, support, and develop a team of 3 Student Care Representatives, ensuring consistent performance and morale.
• Onboarding & Training: Lead the onboarding of new reps and deliver ongoing training to maintain quality standards across the team.
• Performance Monitoring: Track individual and team KPIs (response times, satisfaction scores, resolution rates); provide regular feedback and conduct 1:1s.
• Escalation Handling: Act as the first escalation point for complex or sensitive student issues that require senior intervention.
• Process Improvement: Identify recurring issues and gaps in workflows; develop and document SOPs to improve team efficiency and student outcomes.
• Reporting: Compile and present regular performance reports to management, surfacing insights on student satisfaction and team health.
• Scheduling & Coverage: Manage team scheduling to ensure adequate coverage across UK market hours, including live class support.

Student Care (≈40%)

• Direct Support: Personally manage a portfolio of UK courses, engaging with students via phone, email, and online chat.

• Live Class Assistance: Provide real-time support to instructors and students during live sessions for a seamless educational experience.

• Community Engagement: Foster student-to-student interaction and maintain an active, supportive learning community.

• Instructor Liaison: Facilitate clear and timely communication between students and instructors.

• Issue Resolution: Proactively address and resolve student concerns, including technical troubleshooting, to ensure uninterrupted learning.

• Experience: 2+ years in a customer support, student success, or client-facing role; at least 1 year in a team lead or supervisory capacity preferred.

• Educational Background: A Bachelor’s degree in Business, Communications, or a related field is preferred.

• Language Proficiency: Excellent English communication skills, both written and verbal, are mandatory.

• Technical Skills: Ability to perform minor technical troubleshooting required.

• Leadership Skills: Demonstrated ability to coach, motivate, and hold a small team accountable in a remote environment.

• Analytical Thinking: Comfortable working with performance data to draw actionable conclusions.

• Presentation Skills: Confident and presentable on Zoom, able to host both student-facing and internal team meetings.

• Time Management: Highly organised with the ability to context-switch effectively between leadership responsibilities and hands-on student support.

• High earning potential with competitive base pay, performance-based bonuses, and growth opportunities.

• Mental health support, fitness reimbursements, generous vacation policy, and access to all ELVTR courses.

• A fast-paced, performance-driven culture that rewards ownership, initiative, and results.

Why You Should Join ELVTR:

You’ll play a key role in shaping the student experience across our UK market, leading a support team while directly impacting student satisfaction, retention, and learning success. Your work will help create a seamless and supportive educational journey for thousands of learners worldwide.

ELVTR is scaling quickly, and with that comes opportunity. High performers gain autonomy, visibility, and fast career growth.

You’ll work alongside driven, high-performing teammates who care deeply about execution and impact.

Join Us:

If you thrive in high-trust, high-accountability environments and enjoy working closely with senior professionals to deliver exceptional experiences, we’d love to hear from you.

Due to the high volume of applications, we will only be able to respond to candidates we wish to move forward with. Thank you for your understanding.

ELVTR is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

ELVTR is a premier online education platform specializing in live courses led by industry experts from global companies such as Nike, Netflix, Google, and more. Since our establishment in 2020, we have grown from a small team to 140 talented members, delivering education to over 17,000 students worldwide. We are currently expanding our team to support our growing network of instructors and the continued scale of our live course offerings.

Position Overview

We are seeking a Student Care Team Lead to manage a team of 3 Student Care Representatives while personally owning a portfolio of UK courses as a practising rep. This is a dual role — half your time will be spent leading, coaching, and improving team performance; the other half delivering direct, high-quality student support. You will be the quality benchmark for your team and the primary escalation point for the UK market.

This is a full-time remote position.The Working Hours for this role are 10AM-6PM BST.

This role is for you if you are:

• A Natural Leader: You inspire and develop those around you, setting clear expectations while creating a culture of accountability and care.
• A People Pleaser at Heart: Even in a leadership capacity, you stay close to the student experience and find genuine satisfaction in resolving issues and delighting people.
• A Clear Communicator: Your written and verbal English is excellent — whether coaching a rep, de-escalating a student concern, or writing a process doc.
• Data-Driven: You use metrics and feedback to spot trends, identify gaps, and continuously raise the bar for your team.
• A Tech-Savvy Troubleshooter: Comfortable navigating multiple platforms and helping others do the same.
• A Process Builder: You can identify inefficiencies and turn them into scalable, repeatable workflows.

Responsibilities

Team Leadership (≈60%)

• Team Management: Directly oversee, support, and develop a team of 3 Student Care Representatives, ensuring consistent performance and morale.
• Onboarding & Training: Lead the onboarding of new reps and deliver ongoing training to maintain quality standards across the team.
• Performance Monitoring: Track individual and team KPIs (response times, satisfaction scores, resolution rates); provide regular feedback and conduct 1:1s.
• Escalation Handling: Act as the first escalation point for complex or sensitive student issues that require senior intervention.
• Process Improvement: Identify recurring issues and gaps in workflows; develop and document SOPs to improve team efficiency and student outcomes.
• Reporting: Compile and present regular performance reports to management, surfacing insights on student satisfaction and team health.
• Scheduling & Coverage: Manage team scheduling to ensure adequate coverage across UK market hours, including live class support.

Student Care (≈40%)

• Direct Support: Personally manage a portfolio of UK courses, engaging with students via phone, email, and online chat.

• Live Class Assistance: Provide real-time support to instructors and students during live sessions for a seamless educational experience.

• Community Engagement: Foster student-to-student interaction and maintain an active, supportive learning community.

• Instructor Liaison: Facilitate clear and timely communication between students and instructors.

• Issue Resolution: Proactively address and resolve student concerns, including technical troubleshooting, to ensure uninterrupted learning.

• Experience: 2+ years in a customer support, student success, or client-facing role; at least 1 year in a team lead or supervisory capacity preferred.

• Educational Background: A Bachelor’s degree in Business, Communications, or a related field is preferred.

• Language Proficiency: Excellent English communication skills, both written and verbal, are mandatory.

• Technical Skills: Ability to perform minor technical troubleshooting required.

• Leadership Skills: Demonstrated ability to coach, motivate, and hold a small team accountable in a remote environment.

• Analytical Thinking: Comfortable working with performance data to draw actionable conclusions.

• Presentation Skills: Confident and presentable on Zoom, able to host both student-facing and internal team meetings.

• Time Management: Highly organised with the ability to context-switch effectively between leadership responsibilities and hands-on student support.

• High earning potential with competitive base pay, performance-based bonuses, and growth opportunities.

• Mental health support, fitness reimbursements, generous vacation policy, and access to all ELVTR courses.

• A fast-paced, performance-driven culture that rewards ownership, initiative, and results.

Why You Should Join ELVTR:

You’ll play a key role in shaping the student experience across our UK market, leading a support team while directly impacting student satisfaction, retention, and learning success. Your work will help create a seamless and supportive educational journey for thousands of learners worldwide.

ELVTR is scaling quickly, and with that comes opportunity. High performers gain autonomy, visibility, and fast career growth.

You’ll work alongside driven, high-performing teammates who care deeply about execution and impact.

Join Us:

If you thrive in high-trust, high-accountability environments and enjoy working closely with senior professionals to deliver exceptional experiences, we’d love to hear from you.

Due to the high volume of applications, we will only be able to respond to candidates we wish to move forward with. Thank you for your understanding.

ELVTR is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all team members.

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode,  fueled by a recent $190m series C round.

About the Role

We are seeking a strategic and hands-on Director of Client Success to lead our Client Success function. This role will drive partner satisfaction, retention, and expansion by aligning onboarding, support, and account management efforts. You will partner cross-functionally with Sales, Product, and Technical Support to ensure our clients realize maximum value from our platform. As an AI-first leader, you will deploy automation, predictive analytics, and AI-powered tooling to scale the CS function, reduce churn risk, and drive measurable business outcomes across Blackpoint’s partner ecosystem.

What You’ll Do

• Lead and scale the Client Success team, fostering a culture of accountability, data-driven decision-making, and excellence.

• Own the partner journey from onboarding through renewal, ensuring a seamless and increasingly automated experience.

• Partner with Sales and Product to align on partner needs, feedback loops, and AI-derived signals.

• Develop and maintain CS playbooks, AI tooling standards, and a Center of Excellence (CoE) framework to drive operational consistency and repeatable outcomes across the team.

• Use platform telemetry and product usage signals to surface adoption gaps, at-risk accounts, and expansion opportunities, shifting from reactive to predictive partner management.

• Define and track a comprehensive metrics framework: Net Revenue Retention (NRR), Gross Revenue Retention (GRR), Time-to-Value (TTV), product adoption scores, and AI-generated partner health scores.

• Deploy and govern AI-powered partner health dashboards, churn prediction models, and automated playbook workflows to proactively manage risk and expansion at scale.

• Build AI-assisted onboarding sequences and digital engagement programs that scale partner coverage without proportional headcount growth.

What You’ll Bring

• 8+ years in Customer Success or Account Management, with 5+ years in a leadership role.

• Demonstrated track record in cybersecurity & MSP-focused environments, or with a clear demonstrated ability to operate in a highly technical B2B product environment.

• Proven ability to lead cross-functional initiatives and drive measurable outcomes.

• Strong communication, analytical, and executive presence skills, including the ability to present data-driven outcomes to C-suite stakeholders.

• Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.

• Demonstrated experience building AI-assisted CS motions, automated digital-touch programs, LLM-assisted workflows, and AI-driven intervention playbooks.

• Analytical fluency: ability to interpret platform telemetry and usage data to derive account-level and portfolio-level insights and action plans.

• Track record of owning and improving NRR, GRR, and expansion revenue in a high-growth SaaS or cybersecurity environment.

• Experience communicating AI-driven value and ROI to C-suite stakeholders, moving conversations from feature adoption to quantifiable business outcomes.

• Familiarity with AI governance, prompt engineering, or building with LLM-based tooling is a plus.

Blackpoint Cyber welcomes and encourages applications from qualified individuals of all races,  colors, religions, sex, sexual orientation, gender identity or expression, national origin, age, marital  status, or any other legally protected status. We are committed to equality of opportunity in all  aspects of employment.  For eligible employees in the US, Blackpoint offers competitive Health, Vision, Dental, and Life Insurance plans, a robust 401k plan, Discretionary Time Off, and other minor perks.

Blackpoint Cyber is the leading provider of world-class cybersecurity threat hunting, detection and remediation technology. Founded by former National Security Agency (NSA) cyber operations experts who applied their learnings to bring national security-grade technology solutions to commercial customers around the world, Blackpoint Cyber is in hyper-growth mode,  fueled by a recent $190m series C round.

About The Role:

The Director of Technical Support is a leadership role responsible for the execution and continuous improvement of Blackpoint Cyber’s technical support function. This individual will lead a team of technical support professionals, as a player-coach, dedicated to delivering timely, high-quality resolution experiences for Managed Service Provider (MSP) partners. As an AI-first leader, you will deploy agentic triage tools, drive automated Tier-1 resolution workflows, and intelligent deflection capabilities to scale the function’s impact.

This role requires a leader equally comfortable at the strategic and tactical levels — someone who can architect long-term support programs while staying close to operational details that drive meaningful change. The Director of Technical Support will own the team’s performance metrics and serve as a critical cross-functional partner to Engineering, Product, and Customer Success, ensuring field intelligence continuously informs the broader organization. The ideal candidate brings proven experience leading technical support organizations within cybersecurity, SaaS, or managed services environments, with a strong command of data-driven operations — including dashboard design to monitor team health, surface trends, and communicate performance insights to stakeholders. You also have hands-on experience deploying AI-powered support tools and building the frameworks that allow AI agents to operate at production scale in security-sensitive environments.

What You’ll Do

• Strategy & Execution: In conjunction with VP Customer Growth, define and drive the multi-year vision and roadmap for the Technical Support function, including the phased deployment of AI triage agents, automated Tier-1 resolution tools, and self-service capabilities, translating business objectives into measurable team-level goals and operational plans.

• Operational Ownership: Own all support KPIs end-to-end, including NPS, MTTR, first contact resolution, escalation rate, and SLA adherence, alongside the development of new AI-era metrics: ticket deflection rate, Tier-1 automation rate, self-service resolution rate, and knowledge base coverage rate, with direct accountability for outcomes.

• People Leadership: Recruit, develop, and retain a high-performing team of technical support engineers and team leads; define clear career paths, conduct regular coaching and performance reviews, and foster a culture of ownership and continuous improvement. Build data literacy as a core team competency, coaching support engineers to work alongside AI tools as partners, not replacements.

• Cross-Functional Partnership: Serve as a voice of the customer internally, converting support patterns and field intelligence into actionable feedback loops with Product, Engineering, and Customer Success. Use AI-derived ticket clustering and sentiment analysis to translate high-volume signals into prioritized product input, moving from anecdotal feedback to data-led influence.

• Incident Response Coordination: Oversee the support team’s role during critical security incidents affecting MSP partners, ensuring rapid escalation, clear partner communication, and tight coordination with internal technical teams. Define and enforce human-in-the-loop protocols for AI-assisted workflows during incidents, ensuring agents escalate correctly, and governance controls hold under pressure.

• Process & Tooling Optimization: Continuously evaluate and improve support workflows, escalation paths, and tooling (e.g., Zendesk, Zendesk AI, Salesforce , Jira) to increase resolution velocity and scale the team efficiently. Champion the adoption of agentic support tools from AI-powered triage and auto-resolution to LLM-assisted knowledge base maintenance and QA automation.

• Knowledge Base Governance: Build and maintain a continuously improving knowledge base using AI gap detection to identify missing or outdated articles from unresolved ticket patterns and auto-draft new content for human review.

• AI Triage & Automated Resolution Ownership: Deploy and govern AI-powered ticket triage agents and automated Tier-1 resolution workflows, targeting ~30% deflection of structured, repeatable tickets without human involvement.

• AI Governance & Compliance: In coordination with Blackpoint’s compliance team, establish governance standards for AI use in the support function, permission enforcement, complete audit trails, escalation triggers, and data handling controls that meet Blackpoint’s security and compliance standards.

• Dashboard & Data Intelligence: Design, maintain, and evangelize real-time operational dashboards that surface team health and performance metrics; share insights cross-functionally with Engineering, Product, and Senior Leadership to drive informed decision-making. Leverage AI-generated pattern detection to identify recurring ticket clusters, surface product defects, and proactively reduce support demand at its source.

• Executive Reporting: Present support performance metrics, trend analysis, and strategic initiatives to senior leadership on a regular cadence; translate complex operational data into clear, executive-level narratives. Include AI performance dashboards showing deflection rates, automation coverage, and ROI of AI investment in the function.

What You Bring

• 8+ years in technical support, with at least 5 years in a senior leadership role

• Direct experience in cybersecurity, SaaS, or managed services environments demonstrated understanding of the stakes when a customer’s security posture is at risk.

• Proven track record building and scaling technical support organizations in high-growth technology companies.

• Strong data fluency: ability to design, read, and communicate from operational dashboards; experience using support analytics to drive cross-functional decisions.

• Deep familiarity with support tooling (e.g., Zendesk, Salesforce, Jira) including hands-on experience deploying AI features within those platforms Zendesk AI or equivalent agentic support tools and governing their performance in production.

• Demonstrated ability to operate at multiple altitudes, engaged in technical escalations one hour, presenting to the executive team the next, without losing effectiveness at either level.

• Excellent written and verbal communication skills; proven ability to translate complex technical issues into clear, executive-level summaries and partner-facing communications.

• Proven track record of managing multiple priorities and delivering results in high-growth, fast-paced environments.

• Hands-on experience deploying AI-powered support triage, automated resolution workflows, or deflection tools with measurable outcomes on deflection rate, MTTR, or SLA compliance.

• Experience using AI-driven ticket pattern analytics to surface recurring issues to Product and Engineering reducing support demand at source rather than managing it more efficiently.

• Familiarity with AI governance requirements in enterprise support environments: permission enforcement, audit trails, escalation trigger design, and data handling compliance (SOC 2, GDPR, HIPAA where relevant).

• Experience leading change management for AI adoption within a support team helping engineers transition from Tier-1 ticket handlers to AI supervisors, edge case resolvers, and knowledge curators.

Qualifications

• Experience supporting an MDR, EDR, or SOC.

• Familiarity with the MSP channel and the dynamics of supporting partners who serve hundreds of end customers.

• Experience building or operating 24⁄7 support coverage models, including AI-assisted follow-the-sun or always-on deflection for after-hours partner support.

• CISSP, CISM, CompTIA Security+, or equivalent cybersecurity certifications.

• Familiarity with ITSM frameworks (ITIL v4) as they apply to AI-assisted operations: incident classification, knowledge management, and continual improvement.

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Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.

Job Description

THE POSITION:

Medical Information is a critically important customer-facing function that supports the safe and effective use of pharmaceutical company products by providing timely, scientifically balanced, evidence based, non-promotional information in response to unsolicited requests from healthcare professionals, patients, caregivers, and payers.

Medical Information also plays an important role in post-marketing handling of adverse events and product complaints. As part of the Medical Information Contact Center (MICC) team, this position ensures client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings. This position understands client needs, and ensures deliverables meet expectations, including key performance indicators (KPIs) and service levels.

This position supports hiring, manages, and develops direct reports, mentors junior staff and has team-leading responsibilities. This position also takes an active role in additional projects to support the MICC team.

The role is home office based, and the eligible candidate must hold a valid work permit in the European Union, or the UK.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

CLIENT MANAGEMENT

• Ensure client success by providing oversight of assigned clients, including implementation, ongoing management, regular touchpoints and meetings.
• Understand client needs and ensure deliverables meet expectations, including KPIs and service levels.
• Act as liaison with client stakeholders to manage all aspects related to services provided by EVERSANA Medical Information Contact Center Medical Communications (EVERSANA-MICC).
• Perform project escalations in a timely manner when client performance requirements are not met.
• Address client concerns in reference to products, services rendered or employee interactions.
• Serve as resource person for staff regarding the client, client procedures, and client product(s).
• Participate in client audits and collaborate with EVERSANA Quality to facilitate audits.
• Manage client invoicing.

TEAM LEADERSHIP

• Mentor junior staff. Provide initial and ongoing training to staff.
• Ensure staff performance and proficiency across client product(s) & procedures.
• Monitor and update client resources to ensure staff have the most accurate and current information.
• Maintain client and client product information reference files.
• Proactively monitor work processes related to handling medical information inquiries and ensure compliance with client performance requirements of EVERSANA-MICC.
• Provide constructive suggestions and follow through with the implementation of appropriate changes. This may include revising/updating content or processes to meet EVERSANA-MICC service standards as well as the expectations and requirements of the client(s).

MEDICAL INFORMATION SUPPORT

• Triage and respond to medical information inquiries from physicians, pharmacists, nurses, and other health care professionals, consumers, and payers. Utilize medical information skills to identify, research, and critically evaluate medical literature to create responses to medical information inquiries.
• Utilize writing skills for adverse event and product complaint narrative during intake as well as medical inquiry custom responses.
• Handle requests across multiple channels and platforms (phone, email, CRM, chat, etc.)
• Identify adverse events and product complaints during interactions with customers. Perform intake sufficient to generate adverse event and product complaint reports in compliance with EVERSANA-MICC and client standard operating procedures. Knowledge of FDA’s post-marketing adverse event reporting regulations and safety terminology. Ability to make accurate assessments regarding what information needs to be obtained and the level or depth of information to be collected.
• Coordinate processes necessary for responding to product quality-related complaints. This process may involve interactions with personnel in the following departments: Quality Assurance, Regulatory Affairs, and the complainant.
• Maintain product, therapeutic area, and client specific requirements knowledge.
• Ensure good documentation, high quality, and excellent customer service.
• Medical writing and Medical Information content development. Provide medical writing to assist in drafting of Medical Information response documents [FAQs, Scientific Response Documents (SRDs), Custom Response Documents (CRDs)] and/or work collaboratively with medical writing team to develop these materials.
• Staffing at scientific medical affairs booths.
• On-call responsibilities on an assigned basis.
• Miscellaneous projects such as market and competitive product research, operational and process improvements, field team training and field liaison support.
• All other duties as assigned.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

EXPECT AT IONS OF THE JOB:

• Metrics: Maintain and contribute toward process improvement, which positively impacts metrics associated with activities of the Medical Communications Contact Center; metrics are subject to change annually or more often as deemed necessary.
• Customer Services: Maintain and improve customer services associated with the activity of the Medical Communications Contact Center.
• Hours: Able to work full-time and be flexible with work scheduling as required by clients and management.
• Travel: In general, this position does not travel; however, the incumbent will need to be able to travel up to 10%.

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

Qualifications

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education:  Advanced healthcare degree in Life Sciences or healthcare degree or equivalent.
• Experience and/or Training: One to two years of Medical Information and/or pharmaceutical industry experiences.

PREFERRED QUALIFICATIONS:

• Education: Advanced healthcare degree in Life Sciences or healthcare degree of equivalent.
• Experience and/or Training: Two to 5 years of Medical Information and/or pharmaceutical industry experiences.
• Experiences in a Contact Center and Pharmaceutical industry environment.
• Skills in project management and time management.
• Technology/Equipment: Technology proficiency in the areas of telephony, Medical Information database, Microsoft Office, and video conference platforms.
• Knowledge: Therapeutic expertise. Ability to critically evaluate medical literature. Medical Information contact center systems and processes.
• Language skills: fluent English, additional language skills highly desirable.
• Experience in Drug Information or a specialty area, particularly in Oncology, Hematology, Immunology, rare disease, Neurology, Cardiology, or other specialty.
• Positive Attitude and Energy – Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heightens morale through her/his attitude.
• Communication Skills – Possesses the ability to develop and articulate ideas and information that generate understanding and creates a climate that motivates and encourages others to participate.
• Innovator – Transforms creative ideas into original solutions that positively impact the company’s performance.
• Highly Principled – Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone’s responsibility.

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