Support Leader

1Kosmos is a leader in identity verification and passwordless authentication, serving global enterprises, financial institutions, and government agencies. With a mission to secure identities for citizens, customers, and workforce, we combine advanced biometrics, distributed identity, and user-friendly authentication experiences into a unified platform. We maintain 99.999% uptime and power critical security and access workflows for organizations with massive scale—including workforce, retail, telecom, and citizen services. As we continue to grow, we are investing heavily in Customer Success, Implementations, and Support to ensure flawless delivery, high adoption, and world-class customer experience. We are seeking a Support Leader to build, mature, and scale our global Support function. This leader will own the end-to-end support experience—from frontline response through root-cause analysis, escalations, and continuous improvement. You will work closely with Customer Success, Implementations, Product Engineering, and Cloud Infrastructure to ensure our customers experience seamless, timely, and effective support. This is a hands-on leadership role where you will help design the operating model, set standards, introduce process rigor, and transition the team as we move to tools like Freshdesk. The ideal candidate has deep experience supporting enterprise SaaS platforms (identity or security preferred), thrives in fast-growing environments, and brings an exceptional customer-first mindset. Key Responsibilities: Leadership & Vision • Build and lead a high-performing global Support team (currently India-based; manage future expansion plans in North America). • Define the support model for a scaling security/identity platform with mission-critical use cases. • Own the global support strategy, including staffing, processes, tooling, reporting, and customer experience. Operational Excellence • Drive day-to-day operations: ticket volume management, SLAs, escalations, and queue health. • Lead the rollout and optimization of Freshdesk across teams, integrating CSMs, engineering escalation paths, and self-service. • Establish and enforce SLA/SLO frameworks, incident management processes, and on-call rotations. • Introduce metrics-driven performance management (CSAT, FCR, MTTR, backlog trends, etc.). Customer Experience • Act as the executive escalation point for high-priority customer issues, including large enterprises and government clients. • Ensure consistent, timely, and high-quality communication with customers during incidents and outages. • Collaborate with Customer Success to ensure support readiness for new deployments, pilots, and rollouts (across Passwordless product line, Identity Verification) Cross-Functional Collaboration • Partner with Implementations to ensure smooth handoffs, standardized runbooks, and post-go-live readiness. • Work closely with Product & Engineering to drive bug triage, root cause analysis, and quality improvements. • Coordinate with Cloud/DevOps for incident response and maintenance windows. Process & Continuous Improvement • Develop and maintain an internal knowledge base and external customer-facing help center. • Introduce training and certification pathways for support engineers. • Implement systems for proactive monitoring, early issue detection, and reduction of repetitive support requests. • Improve stability and resilience by collaborating on product and platform feedback loops.