Manager of Customer Support

Who are you?

As Manager of Customer Support at Workiz, you will own the full support function across Tier 1, Tier 2, and Tier 3 teams. You will lead a multi-layered organization including a Team Lead and tier-level Supervisors and be accountable for service quality, team performance, and the overall customer experience. This is a high-impact, operational leadership role for someone who thrives on building systems, developing people, and driving measurable outcomes in a fast-paced SaaS environment.

Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Team Leadership & Organizational Management
• Lead and develop a Team Lead and multiple Supervisors across Tier 1, Tier 2, and Tier 3 support functions.
• Define clear roles, responsibilities, and career paths across all support tiers.
• Hold regular 1:1s, team meetings, and performance reviews; provide ongoing coaching and feedback.
• Build a culture of accountability, collaboration, and customer-first thinking throughout the team.
• Performance & Quality
• Own team-wide KPIs including CSAT, First Response Time (FRT), Time to Resolution (TTR), ticket deflection rate, and escalation ratios.
• Implement quality assurance processes including ticket reviews, call monitoring, and calibration sessions.
• Identify performance gaps and design training, playbooks, or process improvements to close them.
• Workforce Planning & Scheduling
• Manage staffing, scheduling, and capacity planning across all tiers to align coverage with support volume.
• Monitor queue health and work with Supervisors to manage real-time triage and ticket prioritization.
• Partner with HR and recruiting to hire, onboard, and retain top support talent.
• Process & Systems
• Standardize processes, escalation paths, and documentation across all support tiers.
• Own the support toolstack (e.g., ticketing systems, knowledge base, HubSpot) and drive adoption and optimization.
• Develop and maintain internal knowledge bases, SOPs, and training materials.
• Cross-Functional Collaboration
• Serve as the primary liaison between Support and teams including Product, Engineering, Customer Success, and Sales.
• Surface recurring customer pain points, feature gaps, and bugs to Product with structured data and context.
• Collaborate with Customer Success leadership to ensure a seamless customer experience from onboarding through long-term support.
• Reporting & Strategy
• Deliver regular reporting on team performance, ticket trends, and customer satisfaction to senior leadership.
• Develop and execute a roadmap for support operations that scales with Workiz's growth.
• Proactively identify risks and opportunities in the support function and present recommendations.

Required Qualifications

• 5+ years of experience in customer support or customer success, with at least 2 years in a management role overseeing other managers, supervisors, or team leads.
• Demonstrated experience managing multi-tiered support organizations (Tier 1, 2, and 3 or equivalent).
• Strong working knowledge of support metrics and how to use data to drive operational improvements.
• Proven ability to develop and coach team leads and supervisors.
• Excellent written and verbal communication skills; able to communicate clearly across technical and non-technical audiences.
• Highly organized with strong project and time management skills.
• Broad competence and in-depth technical knowledge of application software troubleshooting, as well as proven experience successfully resolving complex customer issues in a dynamic startup environment.
• Bachelor's degree or equivalent experience

Preferred Qualifications

• Experience in a SaaS or field service management company.
• Familiarity with Support, CRM tools and customer success platforms.
• Experience building or scaling a support team from the ground up.
• Background in creating or overhauling support documentation, SOPs, or knowledge bases.
• Experience in the field service management or trades industry is a plus.