Manager, Customer Support

About the company

The organization operates a cloud-native software platform serving fire and EMS agencies in the United States. It supports over 3,000 agencies and 500,000 first responders with tools for incident reporting, pre-incident planning, electronic patient care reporting (ePCR), scheduling, fire prevention, mobile response, training, and AI-powered analytics. The platform is FedRAMP High certified and handles a significant portion of national emergency incident submissions, including usage by major agencies.

About the role

The Manager, Customer Support leads the daily operations and strategic development of the customer support team. This position is responsible for managing team leads and agents, ensuring high-quality service delivery, and driving continuous improvement in support processes. The role directly impacts customer satisfaction and operational efficiency by overseeing ticket management, coaching, and performance metrics.

Responsibilities

• Manage daily support queue health, monitoring ticket volume, aging, backlog, and routing.
• Ensure accurate ticket triage, assignment, and resolution within SLA targets.
• Handle escalations and coach agents through complex issues.
• Conduct daily and weekly operational meetings including queue reviews and audits.
• Manage and develop support team members, delivering feedback and enforcing performance standards.
• Oversee quality assurance and coaching cycles based on ticket reviews and performance data.
• Track and analyze KPIs such as CSAT, response times, resolution times, and quality scores.
• Conduct regular one-on-one meetings focused on development and feedback.
• Identify and address performance gaps with improvement plans.
• Design and maintain onboarding and training programs.
• Update and manage knowledge resources and competency benchmarks.
• Identify and develop high-potential team members.
• Monitor team morale and workload to prevent burnout.
• Promote a culture of ownership and inquiry within the support team.
• Implement and enforce support processes and ticket classification standards.
• Identify recurring issues and escalation patterns, providing actionable reports to leadership.
• Contribute to process improvement initiatives.
• Ensure thorough documentation for escalations to other departments.
• Provide accurate, timely weekly performance reports to leadership.

Requirements

• Proven experience managing a customer support team and support operations.
• Ability to coach and develop support agents effectively.
• Strong skills in monitoring and managing support queues and KPIs.
• Experience establishing QA programs and driving behavioral change.
• Proficient in process execution and continuous improvement.
• Skilled in handling escalations and complex customer issues.
• Competence in developing onboarding and training materials.
• Capability to analyze and report operational data clearly.
• Strong communication and leadership skills.

Pay

Salary: $100,000