Manager, Customer Support

About the role

Immediate Supervisor: Chief Customer Officer
Travel: Up to 20% travel as necessary for customer escalations, team events, and industry conferences
Salary Range: $90,000 - $110,000 base salary range

Job Description

You will lead and develop a world-class customer support organization that is passionately focused on delivering exceptional customer value.

Responsibilities

• Lead, coach, and develop a high-performing Customer Support team of 5 or more team members across Specialist, Senior Specialist, and Team Lead levels.
• Set clear performance expectations, conduct regular one-on-ones, deliver call coaching and calibration sessions, and perform annual performance reviews.
• Foster a culture of accountability, continuous learning, customer obsession, and professional excellence aligned with PCS CXT values.
• Own new hire onboarding and ongoing training and development for all Customer Support team members in partnership with the Manager, Customer Training.
• Act as a delegate and decision-making authority for the Customer Success organization when needed, supporting cross-functional leadership continuity.
• Oversee all customer support operations across phone, email, chat, and ticketing channels — ensuring timely, high-quality resolution of customer issues at every tier.
• Champion first-touch resolution across the team, ensuring Tier 1 issues are resolved without unnecessary escalation and that escalation paths are seamless and client-transparent when escalation is required.
• Manage and continuously improve support workflows, escalation protocols, and service level processes to deliver a consistent, world-class customer experience.
• Handle escalated customer cases personally when required, including executive-level customer issues requiring senior leadership engagement.
• Maintain deep familiarity with the PCS TMS platform and Cortex AI capabilities to support the team and engage directly with customers on complex issues.
• Monitor and analyze key support performance metrics including CSAT, first response time, resolution time, first contact resolution (FCR), call coaching scores, and calibration scores.
• Deliver regular performance reports and portfolio health updates to the Chief Customer Officer and CXT leadership.
• Identify performance trends, address gaps proactively, and implement targeted improvement initiatives to meet and exceed organizational KPIs.
• Manage team capacity, ticket volume, and staffing alignment to maintain service level commitments across a 24/7/365 support environment.
• Champion the adoption of AI tools — including Rovo, Claude, Microsoft Copilot, and other emerging platforms — to enhance support delivery, increase team efficiency, and improve customer outcomes.
• Partner with the Manager, Customer Training to ensure the knowledge base, self-service resources, and AI-assisted support workflows are current, accurate, and effective.
• Collaborate with Product and Engineering teams to surface recurring customer issues, advocate for platform improvements, and close the feedback loop between support data and product development.
• Drive continuous improvement in support tooling, including Salesforce, Zoom Contact Center, Confluence, and JIRA, ensuring the team has what it needs to perform at the highest level.
• Partner closely with Customer Success Managers across the Enterprise, Mid-Market, and SMB tiers to ensure a unified, seamless customer experience across the CXT organization.
• Actively identify retention risks and revenue growth opportunities surfaced through support interactions, and communicate these to the appropriate CS or Account Management team members.
• Collaborate with the Manager, Customer Training on internal team enablement, product update communications, and ongoing skill development for the Support organization.
• Represent the Customer Support organization in cross-functional leadership meetings, QBRs, and strategic planning sessions as directed by the Chief Customer Officer.

Why Join PCS?

Competitive salary and benefits package.
Opportunity to make a significant impact on our customers' success.
Collaborative work environment with a focus on professional development.
Be part of a growing company at the forefront of TMS technology.
The PCS team is our most important competitive advantage.
We are intentional about our culture, and we welcome everyone to come ready to participate in contributing to this unique environment.
We believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences.
We are committed to supporting and enabling growth and opportunities for every employee at every level.

Requirements

• Minimum of 5+ years of experience in customer support, technical support, or customer success in a B2B SaaS environment.
• Minimum of 2+ years of people management experience leading a customer-facing support team.
• Proven track record of building or significantly improving a support organization's performance, processes, and culture.
• Experience in the transportation, logistics, or supply chain industry strongly preferred.
• Bachelor's degree in Business, Computer Science, STEM, or related field preferred.
• Candidates should have a home base in Houston, Texas, and the ability to work in a hybrid work environment (minimum of 2 days in the office weekly).

Skills & Competencies

• Exceptional leadership and people development skills with the ability to coach, motivate, and hold a team accountable to high standards.
• Strong customer empathy and a genuine passion for delivering world-class support experiences.
• Excellent communication skills — oral and written — with the ability to engage confidently with customers, internal stakeholders, and executive leadership.
• Data-driven mindset with ability to analyze support metrics, identify trends, and implement evidence-based improvements.
• Strong conflict resolution and escalation management skills with the ability to remain calm, empathetic, and decisive under pressure.
• Strategic thinker who understands how support performance connects to retention, revenue, and customer lifetime value.
• Proactive, self-motivated, and persistent with a high 'Do/Say' ratio.
• Technical Skills: Proficiency in Salesforce CRM for case management, reporting, and workflow management.
  Experience with Zoom Contact Center or similar call center platform for team management, quality monitoring, and performance reporting.
  Familiarity with Confluence and JIRA for knowledge management and ticket workflows.
  Hands-on experience with AI tools (Rovo, Claude, Microsoft Copilot, or similar) to enhance support operations and team productivity.
  Advanced knowledge of Microsoft Office Suite (Excel, PowerPoint, Word) for reporting and presentations.
  Familiarity with the PCS TMS platform or similar transportation management software (or demonstrated ability to learn quickly).

Essential Physical Requirements

• Sitting: Frequently required for computer work, virtual meetings, and travel.
• Standing and walking: Occasionally required during in-person meetings, office movement, or travel-related activities.
• Lifting and carrying: Occasionally required to handle materials or equipment (typically up to 25 lbs.).
• Reaching and handling: Occasionally required for office tasks such as filing, using office equipment, or setting up presentations.

Travel-Related Requirements

• Mobility: Ability to travel independently by car, plane, or other means up to 20% of the time.
• Navigating unfamiliar environments: May include walking through airports, hotels, or client sites.