RemoteLeaf Logo
Log in Sign up

Senior Manager, Customer Support

3 weeks, 1 day ago
United States
Full-time
Lead
Customer Support
Customer and Technical Support
Machine Learning
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 oversee multiple Customer Support Managers, Team Leads, and a 20+ person support organization.
  • Establish, track, and improve KPIs for technical SLAs, customer adoption, and satisfaction.
  • Drive transformation from traditional support models to a unified service delivery approach.
  • Develop support strategies for new product launches, acquisitions, and major implementations.
  • Serve as the executive escalation point for complex issues affecting multiple customers or public safety operations.
  • Partner with Engineering, Product, Sales, and Customer Success leaders on enterprise initiatives.
  • Build relationships with key customer executives and manage strategic customer communications.
  • Lead organizational change management for new tools, process improvements, and evolving service models.
  • Develop talent pipelines through succession planning, cross-training, mentoring, and leadership development.
  • Manage departmental budgets, including headcount, tools, training, and customer programs.

Requirements

  • Bachelor's degree in Computer Science, Technology, Information Systems, Business, or a related field.
  • 8-10+ years of progressive experience in technical support and/or customer success, with at least 3+ years in a managerial or leadership role, or an equivalent combination of experience.
  • Proven experience managing multiple teams or complex support organizations with diverse functions.
  • Deep experience supporting enterprise software in public safety or mission-critical environments.
  • Demonstrated success in organizational transformation and integration of support functions.
  • Strong business acumen with the ability to align support strategy with revenue and growth.
  • Excellent executive communication, presentation, and relationship management skills.
  • Proven ability to influence across organizational boundaries and drive change without direct authority.
  • Experience with comprehensive metrics covering operational efficiency and customer support.
  • Preferred: Multiple advanced certifications such as ITIL Expert, CCXP, or Six Sigma Black Belt.
  • Preferred: Experience with public safety standards such as NENA, APCO, or CJIS.
  • Preferred: Knowledge of AI and machine learning applications across support domains.
  • Preferred: Executive leadership training or an MBA.
  • Preferred: Experience building shared services or centers of excellence.
  • Must comply with CJIS Security Policy and successfully pass a fingerprint-based background check; additional security verification may be required by customer contracts.

Benefits

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

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

A

Remote Travel Booking Specialist – Hotels & Resorts

Aisle and Abroad Travel & Tourism

Deidre is hiring a Remote Travel Booking Specialist to help clients arrange hotel and resort reservations and keep all travel details accurate and organized.

United States Full-time Entry Level Customer Support
$45k-$70k
37 minutes ago
Winning Assistants

Patient Scheduling & Reactivation Coordinator

Winning Assistants Health Care Providers & Services

A remote Patient Scheduling & Reactivation Coordinator is needed to support a growing dental practice with patient outreach, appointment scheduling, and follow-up from the Philippines.

Philippines Full-time Junior Business Development Customer Support
$10k-$12k
Cybersecurity HIPAA
1 hour, 4 minutes ago
Omnidian

Manager, Residential Field Service Operations

Omnidian 51-250 Renewable Electricity

Omnidian is hiring a remote Manager, Residential Field Service Operations to lead RFSMs and help coordinate national solar service execution across cross-functional teams.

United States Full-time Senior Operations Manager
$76k-$95k
Salesforce
1 hour, 34 minutes ago
Remote

Lifecycle Operations Lead

Remote 251-1K Professional Services

Remote is hiring a Lifecycle Operations Lead for Employee Relations & Transitions to improve global HR operations across 80+ countries through better workflows, automation, reporting, and safe AI adoption.

Europe Full-time Senior Operations Manager
$37k-$93k
2 hours, 1 minute ago

You're on a roll! Sign up now to keep applying.

Sign Up

Already have an account? Log in

Used by 14,729+ remote workers