Senior Manager, Technical Support

We are looking for a talented Senior Manager, Technical Support to join our growing global team at Sectigo. The Senior Manager, Technical Support plays a pivotal leadership role in driving operational excellence and delivering superior customer support experiences across multiple channels including tickets, chat, and calls. This seasoned professional will lead a high-performing team, optimize support processes, and ensure alignment with global standards and compliance frameworks. The role demands a strategic thinker with deep expertise in support operations, strong analytical capabilities, and a passion for continuous improvement. Here are the core functions, responsibilities, and expectations for this role:  Operational Excellence Take Ownership & Drive support operations by designing and optimizing scalable workflows, SOPs, and best practices to improve response efficiency and resolution volume. Lead modernization of support infrastructure through automation initiatives, platform enhancements, and tooling strategy to eliminate operational bottlenecks and enable high-volume performance. Own monthly and quarterly business reviews (MBR/QBR) with leadership, leveraging KPI performance on CSAT, NPS, SLA compliance, First Response Time, and Mean Time to Resolution to influence operational decisions. Strategic Leadership Lead and develop 20+ high-performing team members across global time zones, fostering a culture built on customer obsession, ownership, and continuous improvement. Define and execute strategic objectives; set expectations through performance frameworks, coaching plans, and growth paths aligned to organizational goals. Champion transformation initiatives that elevate service delivery, improve efficiency, and align operations with evolving business priorities. Cross-Functional Collaboration Build strong alignment with Product, Engineering, Customer Success, Partner Operations, and Sales to ensure seamless customer journeys and feedback loops. Translate customer insights into product recommendations and operational improvements, actively influencing roadmap priorities and support integrations. Partner with global operations to standardize processes and scale best practices across regions and business units. Compliance & Governance Establish governance frameworks that align support operations with GRC (Governance, Risk & Compliance) standards and industry regulations. Ensure all teams are fully trained and audited for process adherence, security protocols, and compliance policies , maintaining operational integrity and risk mitigation. Data-Driven Insights Build & leverage analytics to identify support trends, forecast capacity, and uncover optimization opportunities across global operations. Provide executive-level reporting and actionable insights to drive strategic planning, process innovation, and customer experience improvements. Customer Success & Experience Oversee queue health, workload…