1Kosmos · 1 month ago
Support Leader
Edison, New Jersey, United States
Full-time
Hybrid
Director/Executive1Kosmos is a leader in identity verification and passwordless authentication, serving global enterprises, financial institutions, and government agencies. They are seeking a Support Leader to build, mature, and scale their global Support function, ensuring seamless and effective support for customers. This role involves overseeing the support experience, driving operational excellence, and collaborating cross-functionally to enhance customer satisfaction.
Cyber SecurityIdentity ManagementSecuritySoftware
Responsibilities
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
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.)
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)
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
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
Qualification
Required
Deep experience supporting enterprise SaaS platforms (identity or security preferred)
Experience in building and leading a high-performing global Support team
Ability to define the support model for a scaling security/identity platform
Ownership of global support strategy, including staffing, processes, tooling, reporting, and customer experience
Experience in driving day-to-day operations: ticket volume management, SLAs, escalations, and queue health
Experience in leading the rollout and optimization of Freshdesk across teams
Establishment and enforcement of SLA/SLO frameworks, incident management processes, and on-call rotations
Introduction of metrics-driven performance management (CSAT, FCR, MTTR, backlog trends, etc.)
Ability to act as the executive escalation point for high-priority customer issues
Ensuring consistent, timely, and high-quality communication with customers during incidents and outages
Collaboration with Customer Success to ensure support readiness for new deployments, pilots, and rollouts
Partnership with Implementations to ensure smooth handoffs, standardized runbooks, and post-go-live readiness
Close work with Product & Engineering to drive bug triage, root cause analysis, and quality improvements
Coordination with Cloud/DevOps for incident response and maintenance windows
Development and maintenance of an internal knowledge base and external customer-facing help center
Introduction of training and certification pathways for support engineers
Implementation of systems for proactive monitoring, early issue detection, and reduction of repetitive support requests
Improvement of stability and resilience by collaborating on product and platform feedback loops
Company
1Kosmos
1Kosmos provides a unified identity verification and passwordless authentication platform.
Founded in 2018
51-200 employees
H1B Sponsorship
1Kosmos has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2023 (1)
Funding
Current Stage
Growth StageTotal Funding
$72MKey Investors
Bridge BankGula Tech AdventuresForgepoint Capital
2025-08-12Series B· $47M
2025-08-12Debt Financing· $10M
2022-06-01Series Unknown
Leadership Team
Hemen Vimadalal
Founder & CEO
Huzefa Olia
Chief Operating Officer /Co-founder
Recent News
2025-12-18
BiometricUpdate.com
2025-12-13
Company data provided by crunchbase