Customer Support Manager

Job Summary

A company is looking for a Customer Support Manager to lead their customer support operations for public safety customers.

Key Responsibilities

• Lead, mentor, and manage the support team, overseeing daily operations and escalation protocols
• Define and implement efficient support processes, policies, and best practices
• Analyze support metrics to identify trends and drive continuous improvement

Required Qualifications

• Experience managing a customer-facing support team, preferably in a B2B or SaaS environment
• Familiarity with support platforms such as FreshDesk, HubSpot CRM, or Zendesk
• Knowledge of incident management and Government IT processes
• Ability to work independently in a remote team environment
• Passion for public safety and technology that positively impacts society