Support Leader
1Kosmos is an identity security company providing a platform for identity verification, passwordless authentication, and reverification across the user lifecycle. It serves workforce, consumer, and citizen identity use cases, helping organizations securely onboard and authenticate users while protecting personal data.
Funding
Projects
About 1Kosmos
1Kosmos offers a single platform that verifies identity at onboarding, enables passwordless authentication across systems, and reverifies users when risk changes, all built with government-grade security. Its privacy-first, decentralized architecture ensures user identity data stays with the user rather than being centrally stored or monetized, using verified biometrics and user-controlled, reusable decentralized credentials. The company serves workforce identity (employee onboarding and authentication), customer identity (consumer onboarding and fraud prevention), and citizen identity (secure access to government services) use cases, with clients such as Concentrix deploying passwordless authentication across hundreds of thousands of users. 1Kosmos integrates with existing enterprise systems like ServiceNow via pre-built integrations and APIs, and has been recognized by analyst firms including Gartner and KuppingerCole as a leader in identity verification and passwordless authentication.
Skills
About the Role
You will build, mature, and scale a global Support function, owning the end-to-end support experience from frontline response through root-cause analysis, escalations, and continuous improvement. You'll work closely with Customer Success, Implementations, Product Engineering, and Cloud Infrastructure to ensure customers experience seamless, timely, and effective support. You will design the operating model, set standards, introduce process rigor, and lead the transition to tools like Freshdesk. You'll act as the executive escalation point for high-priority customer issues, including large enterprises and government clients, and ensure consistent, high-quality communication during incidents and outages.
Requirements
- 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
- Strong understanding of authentication, MFA, identity verification, SSO, OIDC, and SAML
- 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
- Experience supporting government customers in FedRAMP environments preferred
- Experience in identity, cybersecurity, or fraud prevention products preferred
- Previous involvement in implementing new support tools or migrating from legacy systems
Responsibilities
- Build and lead a high-performing global Support team
- 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 including ticket volume management, SLAs, escalations, and queue health
- Lead the rollout and optimization of Freshdesk across teams
- Establish and enforce SLA/SLO frameworks, incident management processes, and on-call rotations
- Introduce metrics-driven performance management using CSAT, FCR, MTTR, and backlog trends
- Act as the executive escalation point for high-priority customer issues
- 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
- Partner with Implementations to ensure smooth handoffs and standardized runbooks
- Work closely with Product and 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 and early issue detection
- Improve stability and resilience through product and platform feedback loops
Benefits
- Hybrid work model with flexibility
- Competitive compensation and performance-based incentives
- Comprehensive benefits package including health, dental, vision, and 401(k)