Associate Manager, Customer Support

Malwarebytes believes that when people and organizations are free from threats, they are free to thrive. Founded in 2008, CEO Marcin Kleczynski had one mission: to rid the world of malware. Today, Malwarebytes has grown beyond malware remediation to ensuring cyberprotection for every one, providing device protection, privacy, and prevention solutions in the home, on-the-go, at work, or on campus. With threat hunters and innovators across the world, we want great people, like YOU, to join our team!

Malwarebytes is looking for..

An experienced, dynamic, and diligent Associate Manager to lead our team of Customer Support Specialists. The Associate Manager will be responsible for supervising, developing, and expanding our teams, focusing on delivering excellent support for inquiries related to billing, payments, account and subscription management, licensing, and basic product support. This role plays a pivotal role in our commitment to provide a great customer experience.

What You’ll Do:

• Oversee and coordinate the daily operations of the team, ensuring timely resolution to customer inquiries and high-quality support.
• Hire and onboard new team members, ensuring that they are equipped with the necessary knowledge and tools to succeed.
• Deliver ongoing coaching and professional development to existing team members, tracking KPIs to ensure top performance.
• Manage and maintain schedule for the team across various channels and and locations, ensuring optimal coverage.
• Conduct regular performance reviews, addressing any issues promptly and effectively, and provide feedback to all direct reports

• A minimum of two years of experience in a leadership role within a customer support environment. Industry match is ideal, but not required.
• Proven ability to manage and coordinate teams, with a strong focus on team development and performance management.
• Excellent communication and interpersonal skills, with a demonstrated ability to motivate and influence team members.
• A strong understanding of customer support processes and tools.
• Experience in hiring and onboarding new employees, including training and professional development.
• Strong organizational skills, with the ability to manage multiple priorities and schedules effectively.

Benefits and Perks:

• An opportunity to do something great for yourself and the world
• Comprehensive medical coverage
• Access to Employee Assistance Program
• Employee Referral Bonus Program
• A great work environment that supports growth, development, and most importantly having fun!

• Employee Polygraph Protection Act
• Know Your Rights: Discrimination is Illegal
• Family and Medical Leave Act (FMLA)