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

Requirements

Experience

8+ years in Technical Support or Customer Support roles, including 3+ years managing support teams
Experience supporting enterprise SaaS platforms (identity, security, IAM, CIAM, MFA, or adjacent domains strongly preferred)
Background supporting customers with high-availability, mission-critical workloads
Demonstrated ability to operate in a scale-up environment and build process maturity

Skills & Competencies

Strong understanding of authentication, MFA, identity verification, SSO/OIDC/SAML, and related concepts (or willingness to ramp quickly)
Exceptional leadership, communication, and crisis management skills
Ability to collaborate cross-functionally with Engineering, Product, CS, and Implementations
Experience designing and managing on-call rotations and 24/7 support coverage
Proficiency with modern support tools (Freshdesk preferred)

Mindset

Customer-first, always
Bias toward action and continuous improvement
Calm under pressure with strong executive presence
Passion for scale, structure, and building world-class processes

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Nice-to-Have

Experience supporting government customers (FedRAMP environments preferred)
Experience in identity, cybersecurity, or fraud prevention products
Previous involvement in implementing new support tools or migrating from legacy systems

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What You'll Gain

Opportunity to build and transform the Support function of a rapidly scaling identity security company
Direct influence on customer satisfaction, retention, and platform reliability
Ability to shape processes, tooling, and team culture from early stages
Collaboration with top-tier enterprise customers across multiple industries

Benefits

Hybrid work model with flexibility
Competitive compensation and performance-based incentives
Comprehensive benefits package including health, dental, vision, 401(k), and more

1Kosmos

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