1kosmos

Support Leader

Edison, New Jersey, United States

Sponsorship not specifiedDetected 240 days ago

Cloud PlatformsDevOpsIncident ResponsePerformance ManagementCustomer SuccessCustomer SupportLeadershipCommunicationCollaboration

About the role

1Kosmos is a leader in identity verification and passwordless authentication, serving global enterprises, financial institutions, and government agencies. With a mission to secure identities for citizens, customers, and workforce, we combine advanced biometrics, distributed identity, and user-friendly authentication experiences into a unified platform. We
maintain 99.999% uptime and power critical security and access workflows for organizations with massive scale—including workforce, retail, telecom, and citizen services. As we continue to grow, we are investing heavily in Customer Success, Implementations, and Support to ensure flawless delivery, high adoption, and world-class customer experience. We are

Process & Continuous Improvement • 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, early issue detection, and reduction of repetitive support requests. • Improve stability and resilience by collaborating on product and platform feedback loops.
Build and lead a high-performing global Support team (currently India-based; manage future expansion plans in North America).
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. Operational Excellence
Lead the rollout and optimization of Freshdesk across teams, integrating CSMs, engineering escalation paths, and self-service.
Collaborate with Customer Success to ensure support readiness for new deployments, pilots, and rollouts (across Passwordless product line, Identity Verification) Cross-Functional Collaboration
Partner with Implementations to ensure smooth handoffs, standardized runbooks, and post-go-live readiness.
Work closely with Product & Engineering to drive bug triage, root cause analysis, and quality improvements.
Develop and maintain an internal knowledge base and external customer-facing help center.
Introduce training and certification pathways for support engineers.

1Kosmos is a leader in identity verification and passwordless authentication, serving global enterprises, financial institutions, and government agencies.
The ideal candidate has deep experience supporting enterprise SaaS platforms (identity or security preferred), thrives in fast-growing environments, and brings an exceptional customer-first mindset.
Experience supporting enterprise SaaS platforms (identity, security, IAM, CIAM, MFA, or adjacent domains strongly preferred).
Customer-first, always.
Bias toward action and continuous improvement.
Calm under pressure with strong executive presence.
Experience in identity, cybersecurity, or fraud prevention products.
Direct influence on customer satisfaction, retention, and platform reliability.

Comprehensive benefits package including health, dental, vision, 401(k), and more.

Ensure consistent, timely, and high-quality communication with customers during incidents and outages.
Background supporting customers with high-availability, mission-critical workloads.

r critical security and access workflows for organizations with massive scale—including workforce, retail, telecom, and citizen services

This listing is sourced directly from 1kosmos's careers page and normalized into a canonical job model.