Sr. Manager - North America Customer Support

Mitek (NASDAQ: MITK) is a global leader in digital & biometric identity authentication, fraud prevention, and mobile deposit solutions. Our verified identity platform and advanced image capture solutions are built on the latest advancements in biometric recognition, artificial intelligence, computer vision and machine learning, and trusted by over 7,500 organizations worldwide. We are headquartered in San Diego, California, with operations in the United Kingdom, Spain, France, Mexico, and the Netherlands. Visit us at www.miteksystems.com.

At Mitek, we believe that teams are more resilient, effective, and innovative when they benefit from a wide range of ideas, lived experiences, and perspectives. The strength of our organization is deeply rooted in the people who power it.​

We know that a workforce reflecting the richness of our communities and customers helps us better serve their needs. These lived experiences influence our decisions, shape our products, services, and help us grow with intention. When it comes to talent, our goal is clear: to discover exceptional individuals and to ensure they discover us. We prioritize drive, skill, experience, and ambition in everything we do for our clients.

We are Virtual 1st! Whether you choose to work remotely from your home office or in-person from one of Mitek’s offices, our practices, processes and tools are designed to enable your success. At Mitek, the Future of Work is about flexibility and preference wherever and whenever we are working.

We are seeking a hands-on, strategic leader to head Mitek’s North America Customer Support team. This individual will lead frontline support for critical products including MiVIP, Mobile Deposits, and Check Fraud Defender (CFD), ensuring excellence in service delivery, team coaching, and operational maturity. This role is essential to drive high-quality support for our growing NA client base.

In this role, you will partner closely with our Support and Success leadership to provide hands-on, experienced leadership that drives unifying and elevating the NA Support team. You will coach and develop team members, assess product and operational gaps, deploy and monitor efficacy of processes and tools, and explore intelligent automation opportunities. The leader will drive cross-functional alignment, foster a culture of collaboration and accountability, and unite the team around shared goals and KPIs to maximize scalable customer impact.

Key Deliverables:

• Lead and mentor Support engineers in NA; serve as Zendesk SME.
• Ensure resilient coverage across MiVIP,  MV, Check Fraud Defender, and Deposits products.
• Manage escalation handling and knowledge sharing for CFD ramp-up.
• Partner with Global Customer Success and Support leadership to drive global improvements.
• Champion customer-facing reporting, onboarding tools, and coaching across NA.
• Support cross-training and documentation to build MiVIP understanding outside of EU.

Strategic Contributions:

• Assess gaps in tooling, AI enablement, and KCS adoption.
• Collaborate with Marketing/Product to evolve Support Portal UX.
• Drive support contractual and service requirements and own reporting into CSM + Commercial teams.

What You Will Do (Essential Responsibilities):

• Lead and mentor the NA Support team across all Mitek product lines, ensuring high-quality ticket resolution and SLA compliance.
• Serve as the primary support liaison for strategic accounts, including onboarding and post-launch support for core products.
• Collaborate with EMEA Support leadership to drive alignment and cross-regional knowledge sharing.
• Act as Zendesk system owner in NA: drive automation, reporting, and workflow design and optimization.
• Oversee knowledge base improvements, self-service strategies, and ticket deflection initiatives.
• Provide regular reporting and feedback loops to Engineering, Product, and CS leadership.
• Lead support readiness and training for new product rollouts and “big bet” initiatives.
• Support coaching of support engineers, run incident debriefs, and improve ticket handling via hands-on involvement in escalations.
• Champion documentation and internal tooling improvements (e.g. ReadMe, Confluence).

Who You Are (Soft Skills):

• Strong communicator who can collaborate effectively with Product, Engineering, Sales, Leadership, and customers. 
• Skilled in managing change effectively across teams, tools, and processes in fast-paced environments. 
• Strong conflict resolution abilities; adept at managing escalations, fostering consensus, and maintaining positive working relationships. 
• Demonstrated strength in coaching and developing talent; committed to building high-performing, growth-oriented teams. 
• Analytical mindset with a natural curiosity for exploring trends, identifying root causes, and driving data-informed improvements. 
• Deep customer empathy; consistently aligns support initiatives with user needs and long-term customer success. 

What You Need (Qualifications)

• 7+ years in customer support leadership roles for SaaS or tech companies, ideally with B2B enterprise focus. 
• Deep Zendesk expertise (Explore, macros, triggers, automations). 
• Proficient with service desk and incident management systems such as SalesForce Service Cloud, or Jira 
• Experience managing distributed or hybrid support teams. 
• Track record of process improvement, AI tooling implementation, and cross-functional collaboration. 
• Ability to travel quarterly to spend face-to-face time with your team and stakeholders. 
• Knowledgeable and proficient in web service technologies (REST/JSON, SOAP/XML, API’s) 
• Knowledgeable of monitoring, alerting, and log-management solutions (i.e. Zabbix, Nagios, Splunk, ElasticSearch/ Kibana, Tableau). 
• Experience with AWS Workspace and other Remote Desktop applications. 
• Familiar with ITIL or similar frameworks. 
• Experience with implementing and owning a customer support platform with standard workflows. 

What would be nice (preferred skills & experience):

• Experience in highly regulated, document-centric, or security-sensitive industries such as: Identity Verification / Fraud Prevention – including biometrics, liveness detection, or document authentication workflows.