Technical Operations Director

Tessian

London, GB / Remote
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 03/23/2021
  • Website: tessian.com
  • Company Address: 3 Finsbury Avenue, London, UK, EC2M 2PA

About Tessian

Tessian builds technology to empower people to work safely, without security getting in their way.

Job Description

Tessian

Tessian protects every business’s mission by securing the human layer 💫

We're building intelligent security that works for human beings as they are, not how security policies would like them to be. Using machine learning technology, Tessian automatically predicts and eliminates advanced threats on email caused by human error - like data exfiltration, accidental data loss, business email compromise and phishing attacks - with minimal disruption to employees' workflow. As a result, employees are empowered to do their best work, without security getting in their way.

Founded in 2013, Tessian is backed by renowned investors like Sequoia, Accel and Balderton and has hubs in San Francisco, Boston, and London.

Technical Operations

Our Technical Operations team solves problems. They work closely with customers, commercial teams and engineers to ensure we’re removing any potential friction from our customers’ use of our product and preventing security events as soon as possible. Crucially they take charge of the proactive investigation and steps to avoid issues before they emerge.
As our Technical Operations Director, you'll be responsible for providing exceptional services to our customers across all elements of their journey with Tessian, including supporting pre-sales activities, onboarding and ongoing support.

You'll be a critical problem-solver with previous experience running customer-facing teams who can work collaboratively internally (with both commercial and technical teams) and externally (from senior stakeholders to IT professionals). You’ll be high energy, organised and have amazing communication skills. You'll have a strong aptitude and experience in working in B2B SaaS technology, with a strong desire to further your craft and build out the team around you.

Success will be measured through customer satisfaction and our ability to meet and exceed customer support SLAs.

This isn’t a typical “Head of Customer Support” role- we’re looking for someone to obsess over proactively supporting our customers and driving a consistently high CSAT rating alongside with working with our engineering & product teams to drive self-help workflows and ongoing product improvements.

We'd love to meet someone who:

        Is an enthusiastic self-starter, comfortable working both independently and in a team setting.
        Has a track record of successful deliveries end to end, with strong customer facing and stakeholder management skills.
        Has been in the high-tech industry for 5+ years in a customer-facing team capacity and have other relevant technical experience that demonstrates your relationship building skills.
        Has experience in building customer communications, including self-help content.
        Industry knowledge of working in SaaS across multiple industries.
        Is experienced with developing project schedules, metrics and communication channels; using both written & verbal channels to report risks, opportunities and progress.
        Appreciates the technical trade offs when building software and can empathise with engineers, customers and partners alike

Why we think you'll love it here 😍....

It’s important to us that all Tessians are part of the journey we’re on, so we offer equity options with every role and benchmark to provide above market rate salaries - there’s plenty more too….

Be at your best, both inside and outside of work

 25 days of paid holiday (plus 8 bank holidays, and an additional day for every year you've worked at Tessian!)
 Private health insurance provided through Vitality Health and mental health support through our Employee Assistance Program
 Classpass - subsided access to gym time and classes all across London
 Choice First: Do your best work, in the way that works best for you
 Flexible working hours and working from home (if you're not already remote!)
 Work-from-home subsidy upon joining, so you can kit out your home office
 Enhanced pension contributions, matched up to 5%
 We’re family friendly, with policies built to support you in all stages of life
 High-quality tech kit provided for you to work on, plus Tessian ANC headphones
 If you're relocating to join the team, we'll provide a contribution to help with your costs

Beyond work

 Elite membership of the Tessian House System...
 Every other Wednesday we stop at 5 and share team updates and drinks
 Monthly team socials & a big, whole company extravaganza every quarter
 Never-ending ping-pong tournaments

Equality & diversity ⚖️

Tessian is an equal opportunity employer, committed to equality and diversity amongst both our employees and prospective applicants. The Human Layer we're securing is diverse, and we know we need to be diverse and inclusive to successfully create HLS that reflects this. You can read our equality and diversity statement here.

As part of our commitment to equality and diversity, we're also a corporate member of the WISE Campaign for gender equality in STEM & we're a founding member of the WEDS network driving diversity & inclusion in startups.

#humanfirst 🙋‍♀️💁‍♂️

Obligatory small print

Please note that we do not accept applications or résumés from recruiters. Any unsolicited CVs, profiles, or names, submitted in any format, by any channel, to any of our team, will be deemed to fall outside any terms and/or conditions with either the person submitting the information or their company of employment/representation.

By submitting your application to Tessian, you consent to Tessian retaining your information and contacting you about future job opportunities, that may be of interest, for up to 2 years in accordance with our Privacy Policy

Please note, that any job offers will be subject to the candidate passing background screening checks.

We're a #LI-Remote company offering Choice First working practices where possible.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.