Director, Support & Mediation

The primary mission of Support and Mediation at HackerOne is to ensure our hackers and customers are provided with a timely and meaningful experience. As the Director of Support and Mediation, you will play a strategic role in driving the customer experience, both for our customers and researchers, within our dynamic two-sided marketplace.

At the helm of our Support and Mediation department, your leadership and vision will directly influence the growth and reputation of HackerOne. Your responsibilities will not only include the operational management of the team, but also the formulation and execution of a proactive strategy that enhances customer and researcher engagement, streamlines dispute resolution, and ultimately drives the success of our platform. This high-impact role requires a balance of strong technical acumen, effective leadership, and a deep commitment to service excellence to successfully liaise across departments and ensure our Support and Mediation team is aligned with the organization’s broader objectives. As the director, your work will be pivotal in fostering a culture that champions customer-centricity, fairness, and transparency in every interaction.

The ideal candidate for the Director of Support & Mediation role is a strategic leader who has a proven track record in managing support within a SaaS or marketplace environment. They will bring a wealth of experience in dealing with complex dispute resolutions, demonstrating a consistent ability to balance multiple stakeholders' needs and ensure fairness and transparency. A strong technical acumen is also crucial, enabling them to understand our platform's intricacies and liaise effectively with our Engineering teams. As a leader, they will have a history of coaching and developing high-performing teams, fostering a culture of continuous learning and service excellence. Outstanding communication skills are a must, as they'll be conveying complex issues to various audiences, both internal and external. Above all, they must have a customer-focused mindset and a passion for creating exceptional experiences for all users on our platform. As a member of the HackerOne extended leadership team, their cross-functional collaboration and direction will be instrumental in setting the tone for our company’s culture, service approach, and overall success.

This role reports into the Chief Customer Officer and can based anywhere within the United States.

HackerOne is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, pregnancy, disability or veteran status, or any other protected characteristic as outlined by international, federal, state, or local laws.

This policy applies to all HackerOne employment practices, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. HackerOne makes hiring decisions based solely on qualifications, merit, and business needs at the time.

HackerOne commits to maintaining a strong, inclusive culture built for our employees and our community of hackers. We are driven by our five core values. We recognize that our mission is bigger than us, and therefore act with integrity at all times. As a team, we believe that transparency builds trust so we default to disclosure in our communications. Each individual executes with excellence, creating an environment of greater alignment and greater autonomy. We win as a team and respect all people to empower everyone to learn from each other, innovate, and grow.

HackerOne closes the security gap between what organizations own and what they can protect. HackerOne's Attack Resistance Management blends the security expertise of ethical hackers with asset discovery, continuous assessment, and process enhancement to find and close gaps in the ever-evolving digital attack surface. This approach enables organizations to transform their business while staying ahead of threats. Customers include Citrix, Coinbase, Costa Coffee, General Motors, GitHub, Goldman Sachs, Google, Hyatt, Microsoft, PayPal, Singapore’s Ministry of Defense, Slack, the U.S. Department of Defense, and Yahoo. In 2021, HackerOne was named as a ‘brand that matters’ by Fast Company.

Our work is optimized for asynchronous collaboration, knowledge management, and decision-making. HackerOne is creating an industry, and to do that, we must employ the most creative, forward-thinking distributed talent in the market. Our remote model allows employees to contribute to our mission while providing time and location flexibility which are core elements to a healthy relationship between professional and personal pursuits.

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