Customer Support Manager

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee the daily functions of the Support Services team.

• Provide guidance, coaching, mentoring, and ongoing professional development to support staff.

• Set performance standards and ensure employee accountability.

• Track both individual and team performance, addressing any performance-related concerns.

• Facilitate one-on-one meetings, performance evaluations, and team gatherings.

• Recognize employee strengths, opportunities for development, and potential career advancement paths.

• Ensure that team members receive the necessary training, tools, documentation, and resources.

• Supervise daily support operations, including ticket queues, assignments, priorities, escalations, and workload distribution.

• Assess support metrics such as response times, resolution times, SLA performance, ticket backlog, customer satisfaction, ticket quality, productivity, escalations, and aging tickets.

• Detect trends and operational challenges, implementing corrective measures as needed.

• Enhance workflows, eliminate redundant steps, improve efficiency, and maintain adequate coverage.

• Manage aging and stagnant tickets while monitoring critical incidents.

• Act as an escalation point for complex or sensitive customer inquiries.

• Engage directly with customers when managerial involvement is necessary.

• Track escalated issues until resolution and ensure proper follow-up.

• Identify recurring customer challenges and collaborate with internal teams to address root causes.

• Work alongside Product and Development teams on customer issues, product feedback, product quality, and ongoing support challenges.

• Collaborate with Professional Services and Client Services to facilitate customer handoffs and resolve issues.

• Partner with internal teams during product releases, upgrades, implementations, and significant customer initiatives.

• Provide leadership with updates regarding support trends, customer feedback, staffing, and operational performance.

• Create and maintain knowledge management resources, documentation, training materials, and self-service tools.

• Standardize Support Services processes and engage in continuous improvement efforts.

• Advocate for AI and automation, including AI-assisted ticket management, knowledge search, ticket summarization, response assistance, ticket deflection, and self-service options.

• Oversee AI-enabled support tools and ensure the generated information is thoroughly reviewed.

• Prepare regular reports for Client Services leadership on ticket volume, backlog, SLA performance, customer satisfaction, escalations, staffing, productivity, major customer issues, and operational trends.

• Utilize data to identify risks, provide recommendations, establish team objectives, and monitor progress.

⛳️ Requirements

• Over 5 years of experience in software support, technical support, customer service, or a related area.

• At least 2 years of experience in managing or supervising a support or customer-facing team.

• Experience in supporting enterprise software or SaaS solutions.

• Proficient in managing ticket queues, support metrics, escalations, and service levels.

• Strong grasp of customer support operations and best practices.

• Proven ability to coach, develop, and hold employees accountable for their performance.

• Excellent organizational and time-management capabilities.

• Exceptional written and verbal communication skills.

• Capacity to juggle multiple priorities in a dynamic environment.

• Strong problem-solving and analytical abilities.

• Ability to collaborate effectively with Product, Development, Client Services, Professional Services, and other internal teams.

• Familiarity with ticketing systems, knowledge management platforms, reporting tools, and customer support technologies.

• Experience with AI, automation, or other emerging technologies is advantageous.

• Background in working with county governments, public sector software, land records, or government technology is a plus.

• Proficient in managing customer escalations and challenging customer situations.

• Demonstrated commitment to delivering outstanding customer service.

• Ability to work autonomously while also being a valuable member of a distributed team.

• Willingness to travel as necessary for customer and business engagements.

🏝️ Benefits

• Minimal travel, generally not exceeding 10–20%, primarily for customer engagements, conferences, team meetings, training, or business planning sessions.