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Manager, Customer Support

3 weeks, 1 day ago
United States
Full-time
Senior
Customer Support
Customer and Technical Support
SQL
Apply Now
Versaterm

Versaterm

Versaterm Public Safety is a leading developer of integrated software solutions for First Responders in Canada and the United States. They focus on customer experience and outcomes, empowering public safety agencies to transform their organizations. Ve...

Internet Software & Services
51-250
Founded 1977
View All Jobs 39

Description

  • Lead and develop a team of 5-15 support specialists across technical support, user enablement, and hybrid support functions.
  • Manage daily support operations, including ticket queues, workload distribution, resource allocation, and training schedules.
  • Monitor and drive team performance against SLA targets, adoption rates, and customer satisfaction metrics.
  • Conduct one-on-ones, performance reviews, and career development planning for team members.
  • Handle critical customer escalations and collaborate with technical teams on issue resolution and customer communications.
  • Analyze support and customer success metrics to identify gaps, trends, and improvement opportunities.
  • Develop competency programs and training plans to strengthen technical and user enablement capabilities.
  • Implement process improvements that balance reactive support with proactive customer enablement.
  • Maintain on-call schedules and coordinate scheduled customer training and engagement activities.
  • Create and maintain documentation, knowledge base articles, technical procedures, and training materials.

Requirements

  • Bachelor's degree in Computer Science, Technology, Information Systems, Business, or a related field.
  • 6-8+ years of progressive customer support experience, including at least 2+ years in a managerial or leadership role, or an equivalent combination of experience.
  • Experience with public safety or mission-critical software systems is strongly preferred.
  • Proven experience managing diverse support teams in a software environment.
  • Strong technical foundation combined with customer engagement and training expertise.
  • Experience managing both SLAs/operational metrics and customer adoption KPIs.
  • Proficiency with support ticketing systems, reporting tools, and customer success platforms.
  • Experience managing 24x7 support operations.
  • Excellent communication, leadership, and interpersonal skills with the ability to influence technical, business, and executive audiences.
  • Ability to context-switch between different support disciplines and priorities.
  • Strong analytical, problem-solving, and relationship management skills.
  • ITIL certification or service management framework experience is preferred.
  • Customer Success Manager certification (CCSM, CCSMP) is preferred.
  • Experience with support automation, AI technologies, and digital transformation is preferred.
  • Knowledge of public safety standards and compliance requirements is preferred.
  • Experience in government or regulated industries is preferred.
  • Project management or change management certification is preferred.
  • SQL knowledge and understanding of system integration concepts are preferred.
  • Candidates must pass a fingerprint-based CJIS background check and maintain required security clearances.

Benefits

  • Competitive starting salary based on skills, experience, education, training, internal equity, market data, and business needs.
  • Comprehensive benefits package.
  • Eligibility for variable compensation, such as incentive plans or discretionary performance bonuses, for some roles.
  • Equal opportunity employer with a commitment to equity, diversity, and inclusion.
  • Barrier-free workplace with accommodations available upon request during the recruitment process.

Interested in this position?

Apply directly on the company website

Apply Now

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