Client Support Manager

Strider Technologies is on a mission to deliver strategic intelligence that enables faster, more confident decision?making for organizations around the world. As the leading strategic intelligence company, Strider empowers organizations to secure and advance their technology and innovation. We leverage cutting?edge AI technology and proprietary methodologies to transform publicly available data into critical insights. These insights enable organizations to proactively address and respond to risks associated with state?sponsored intellectual property theft, targeted talent acquisition, and supply chain vulnerabilities.

Job Summary

Were seeking a Support Manager to lead the delivery of Striders global client support operations. Youll own the day?to?day rhythm of how Striders client requests are managed, ensuring client feedback is effectively routed and addressed in a timely manner. You also will lead account provisioning to ensure our clients receive the necessary platform accesses.

This is a hands?on role that will help build and lead the Support team at Strider, shaping how Strider delivers support at scale. If youre energized by optimizing systems, empowering clients, and leading through execution, this role offers the opportunity to make a measurable impact from day one.

Key Qualifications

• 35 years of experience in client support; experience managing or mentoring a support team is a plus.

• Demonstrated success improving support processes, workflows, and SLAs in a SaaS environment.

• Hands?on experience with Jira Service Management or equivalent ticketing systems.

• Strong ability to create and maintain customer?facing knowledge base content.

• Experience managing account provisioning and user access workflows.

• Familiarity with IT, cybersecurity, and identity management tools and concepts.

• Excellent cross?functional communication and collaboration skills across global teams.

• A proactive and detail?oriented mindset with the ability to identify gaps, propose improvements, and follow through with precision.

Job Description

As the Support Manager, you will own Striders global customer support experiencefrom day?to?day operations to building scalable systems that grow with the company. Youll manage support queues and client interactions via Jira Service Management, ensuring timely and high?quality resolution across time zones.

Youll also lead the development of self?service tools, including a knowledge base of customer?facing support documentation. Your work will reduce time?to?resolution and empower clients to solve problems independently.

In addition to managing support, youll oversee user account provisioning and access requests, ensuring secure and accurate configuration for all client users. Youll handle client SSO needs and collaborate closely with Engineering and Product teams to implement access?related improvements.

This role is also strategic. As Strider grows, you will help build out a global support function, defining processes and mentoring team members to ensure operational excellence at scale.

What Youll Do

• Manage and continuously improve daily support operations, including queue management, SLAs, and escalation workflows.

• Design and optimize workflows within Jira Service Management and help center tools.

• Own the creation, maintenance, and optimization of knowledge base articles and self?service content.

• Oversee account provisioning, including onboarding, user setup, and access management.

• Respond to and resolve client SSO requests, using historical logs and technical documentation to troubleshoot issues.

• Develop reporting dashboards to monitor support team performance and customer satisfaction.

• Collaborate with cross?functional partners to identify support trends, close feedback loops, and improve customer experience.

• Lead and grow a high?performing global support team.

Additional Information

• This is a global role supporting clients across multiple time zones and regions.

• The role requires strong operational ownership and cross?functional collaboration.

Strider is an equal opportunity employer. We are committed to fostering an inclusive workplace and do not discriminate against employees or applicants based on race, color, religion, gender, national origin, age, disability, genetic information, or any other characteristic protected by applicable law. We comply with all relevant employment laws in the locations where we operate. This commitment applies to all aspects of employment, including recruitment, hiring, promotion, compensation, and professional development.

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