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Manager, Customer Support

3 weeks, 1 day ago
United States
Full-time
Lead
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 functions.
  • Manage daily support operations including ticket queues, training schedules, workload distribution, resource allocation, and on-call coverage.
  • Drive team performance against SLA targets, customer satisfaction scores, and customer adoption metrics.
  • Conduct regular one-on-ones, performance reviews, and career development planning for team members.
  • Handle critical customer escalations and collaborate with technical teams on resolution and communications.
  • Monitor, analyze, and report on operational efficiency, customer success, and team performance metrics.
  • Identify training needs and build competency programs across technical and user enablement skills.
  • Implement process improvements that balance reactive support with proactive customer enablement.
  • Develop support documentation, knowledge base articles, technical procedures, and training materials.
  • Conduct root cause analysis and drive permanent solutions for technical and adoption issues.

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 experience.
  • Experience managing both SLA/operational metrics and customer adoption KPIs.
  • Proficiency with support ticketing systems, reporting tools, and customer success platforms.
  • Experience managing 24x7 support operations.
  • 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.
  • Previous 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.
  • Must successfully pass a fingerprint-based background check and obtain/maintain CJIS security clearance.
  • Ability to communicate and influence technical, business, and executive audiences.
  • Strong analytical, problem-solving, relationship management, and context-switching skills.

Benefits

  • Competitive starting salary based on skills, experience, education, internal equity, market data, and business needs.
  • Eligibility for variable compensation such as incentive plans or discretionary performance bonuses.
  • Comprehensive benefits offering.
  • Equal opportunity employer with a commitment to equity, diversity, inclusion, and a barrier-free workplace.
  • Accommodations available upon request throughout the recruitment process.
  • People-led recruitment process with no use of AI in hiring decisions.

Interested in this position?

Apply directly on the company website

Apply Now

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