Tablet Command, Inc.Remote
Customer Support Manager
United States
Full Time
4 days ago
$100,000 - $180,000 USD
H1B Sponsor
Key skills
Customer support managementB2B support experienceSaaS support experienceSupport platforms knowledgeIncident management knowledgePassion for public safetyProcess improvementcommunication skillsCustomer success obsessionRemote team collaborationSaaSCRMCommunicationCustomer Success
About this role
Tablet Command, Inc. is an emerging leader in incident response and management solutions for public safety agencies in the US and Canada. The Customer Support Manager will lead customer support operations, ensuring timely and expert assistance for public safety customers while managing the support team and defining processes to enhance customer experience.
Responsibilities:
- Lead, mentor, and grow the Support team, managing daily operations, scheduling, and escalation protocols
- Define, document, and implement efficient support processes, policies, and best practices
- Manage and prioritize customer issues, coordinating with the Engineering and Product teams for bug fixes and feature requests
- Develop and maintain a comprehensive knowledge base, help center articles, and internal documentation
- Maintain a strong customer focus, talking to our users directly whenever possible to understand their needs and challenges
- Analyze support metrics (e.g., response time, resolution rate, customer satisfaction) to identify trends and drive continuous improvement
Requirements:
- Experience working remotely and managing a customer-facing support team
- Strong communication skills
- Obsession with customer success
- Passion for high-quality service delivery
- Ability to lead, mentor, and grow the Support team
- Experience managing daily operations, scheduling, and escalation protocols
- Ability to define, document, and implement efficient support processes, policies, and best practices
- Experience managing and prioritizing customer issues
- Ability to coordinate with Engineering and Product teams for bug fixes and feature requests
- Ability to develop and maintain a comprehensive knowledge base, help center articles, and internal documentation
- Strong customer focus and ability to talk to users directly to understand their needs and challenges
- Ability to analyze support metrics (e.g., response time, resolution rate, customer satisfaction) to identify trends and drive continuous improvement
- Solid professional experience managing a B2B or SaaS support team
- Experience with support platforms (e.g., FreshDesk, HubSpot CRM, Zendesk)
- Knowledge of incident management and Government IT processes
- Ability to work independently and collaborate with a remote team
- Action-oriented, diligent, and flexible
- Passion for public safety and software that impacts society in a positive way
- Familiarity with Tablet Command and/or public safety agency operations