Customer Support

• Own the global support operating model, including tiering, workflows, routing logic, SLAs, and escalation governance, ensuring it scales with enterprise growth.
• Set support KPIs, service-level expectations, and team goals (CSAT, FRT, TTR, backlog, deflection rate) and provide actionable insights to leadership.
• Lead forecasting, capacity planning, workforce management, and staffing strategy.
• Ensure the support operating model meets enterprise-grade standards for uptime, reliability, and incident readiness, particularly for customers with strict compliance and audit timelines.
• Mentor and develop support managers and team leads; build a culture of performance, accountability, and continuous improvement.
• Elevate team capabilities through structured coaching, skill development, and training programs.
• Recruit and scale a diverse, high-performing support team aligned to Drata’s growth.
• Drive automation and AI-enabled support workflows to reduce manual effort and expand self-service.
• Implement and optimize AI-powered capabilities—including intelligent chatbots, workflow automation, and generative AI agents—to improve efficiency, accelerate resolution times, and increase ticket deflection.
• Own tooling strategy across Intercom, Jira, Sigma, and internal systems; partner with engineering for enhancements and custom tooling.
• Eliminate single points of failure through systematization, documented processes, and cross-training.
• Own the knowledge management strategy, ensuring comprehensive, up-to-date documentation that enhances self-service and internal enablement.
• Lead the team through escalations, critical incidents, and high-stakes interactions with CISOs, CTOs, CIOs, and compliance leaders.
• Lead communications and coordination during high-severity incidents, including executive-level briefings for CIOs, CISOs, CTOs, and other critical stakeholders.
• Ensure proactive communication, tight coordination with CS and Product, and strong root-cause resolution practices.
• Maintain Drata’s industry-leading customer satisfaction ratings through operational rigor and continuous improvement.
• Oversee the classification and escalation of product issues, ensuring high-quality root cause analyses and structured feedback loops that translate frontline insights into product reliability and roadmap improvements.
• Partner closely with Product and Engineering on issue classification, RCA, roadmap inputs, and platform reliability.
• Collaborate with Customer Success, PS, and Sales Engineering to deliver a seamless customer journey across the lifecycle.
• Translate customer insights into strategic recommendations that influence roadmap, processes, and GTM motions.
• Quantify customer and business impact of recurring issues to inform prioritization, influence sprint allocation, and ensure high-impact defects are resolved with measurable improvements.

Senior Director, Customer Support

Financial Implementation and Support Specialist

Tech Support Representative

Support Manager – Customer Experience, Operations

Senior Services Manager – Customer Service Management

Customer Service Representative