RemoteLeaf Logo
Log in Sign up

Senior Manager, Customer Support

2 hours, 24 minutes 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 26

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

Alphasense

Associate, Customer & Product Support

Alphasense 51-250 Industrial Conglomerates

AlphaSense is hiring an Associate, Customer & Product Support to serve as the first line of support for users, resolve complex product issues, and help improve customer experience across its AI-driven market intelligence platform.

Singapore Full-time Junior Customer Support Technical Support Engineer
9 minutes ago
Midi Health

Clinical Support Representative (CSR)

Midi Health 11-50 Health Care Providers & Services

Midi Health is hiring a Clinical Support Representative to handle patient-facing clinical support and care coordination within its CX Practice Administration team.

United States Full-time Junior Customer Support
$0k-$0k
HIPAA
9 minutes ago
Alphasense

Content Analyst

Alphasense 51-250 Industrial Conglomerates

AlphaSense is hiring a Content Analyst to support its Content Operations team in building and maintaining financial content for transactions and funding rounds using AI-driven ingestion, extraction, and quality processes.

India Full-time Junior Customer Support Operations Analyst
LLM
9 minutes ago
Carvana

Technician/Quality Control Team Lead

Carvana 10K-50K Automotive

Carvana is hiring a Team Lead to supervise an Inspection Center team that manages vehicle movement, repairs, and quality control to meet daily production targets.

United States Full-time Lead Manual QA Tester Operations Manager
24 minutes 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