Customer Support Manager

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