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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.
  • Drive performance, growth, and operational excellence across diverse support teams and disciplines.
  • Establish, monitor, and report on KPIs for SLAs, customer adoption, and satisfaction.
  • Lead strategic transformation initiatives to unify and modernize support service delivery.
  • Develop support strategies for product launches, acquisitions, and major implementations.
  • Serve as the executive escalation point for critical customer and operational issues.
  • Partner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiatives.
  • Build and maintain relationships with key customer executives and stakeholders.
  • Lead change management for new tools, process improvements, and service model evolution.
  • Develop talent pipelines through succession planning, cross-training, mentorship, and leadership development.
  • Create and manage the department budget, including headcount, tools, training, and customer programs.
  • Drive adoption of AI, automation, and predictive analytics across support operations.
  • Establish quality assurance frameworks and standardization best practices across support functions.
  • Represent the support organization in executive planning, product strategy, and customer advisory forums.
  • Lead crisis management for major incidents impacting multiple customers or public safety operations.
  • Develop and negotiate SLA agreements and success plans for enterprise and strategic accounts.
  • Create dashboards that combine operational metrics with customer success indicators.
  • Lead vendor relationships for support tools, training providers, and third-party integrations.

Requirements

  • Bachelor’s degree or equivalent experience.
  • Experience leading support operations or customer support teams in a complex, multi-team environment.
  • Experience managing managers or team leads, ideally with oversight of 20+ team members.
  • Strong background in technical support, user enablement, or related customer service functions.
  • Experience setting and tracking KPIs, SLAs, and customer satisfaction metrics.
  • Experience leading organizational change, process improvement, or service transformation initiatives.
  • Experience working cross-functionally with Engineering, Product, Sales, and Customer Success.
  • Experience managing customer escalations and maintaining executive-level customer relationships.
  • Experience creating and managing budgets, headcount, and operational resources.
  • Multiple advanced certifications such as ITIL Expert, CCXP, or Six Sigma Black Belt are preferred.
  • Experience with public safety standards such as NENA, APCO, and CJIS is preferred.
  • Knowledge of AI and machine learning applications across support domains is preferred.
  • Executive leadership training or an MBA is preferred.
  • Experience building shared services or centers of excellence is preferred.
  • Must comply with the FBI CJIS Security Policy and successfully pass a fingerprint-based background check.
  • Must be able to obtain and maintain any additional security clearances required by customer contracts.

Benefits

  • Competitive salary aligned with 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 commitment to equity, diversity, inclusion, and a barrier-free workplace.
  • Accommodations available upon request during the recruitment process.

Interested in this position?

Apply directly on the company website

Apply Now

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