Customer Support Manager

Point of Rental Software is committed to providing simple technology tools for businesses to manage high-value assets. The Customer Support Manager will lead a high-performing support team, ensuring exceptional customer experiences while optimizing support operations and processes.

Responsibilities:

• Lead and develop the Customer Support team, including hiring, coaching, performance management, and supporting the professional growth of Support Representatives
• Oversee day-to-day support operations, ensuring healthy queue management, timely responses, and consistently high-quality customer interactions
• Provide leadership on complex or high-impact customer issues, partnering with the team to resolve escalations and ensure strong outcomes for customers
• Define and improve support workflows, escalation paths, and operational processes to increase efficiency, consistency, and scalability
• Own reporting and analytics for the Support function, using Zendesk and other tools to monitor SLAs, identify trends, and drive continuous improvement
• Develop and maintain a roadmap for improving support operations, including tools, systems, and processes that enhance both customer experience and team effectiveness
• Partner cross-functionally with Product, Engineering, Sales, Customer Success, and Implementation teams to surface customer trends, resolve systemic issues, and improve the overall customer experience
• Identify operational bottlenecks and opportunities for improvement, recommending solutions backed by data and clear prioritization
• Ensure the team maintains a high bar for responsiveness, technical troubleshooting, and customer communication

Requirements:

• 5+ years of experience in Customer Support, Technical Support, or a related function, with at least 2 years managing or mentoring team members
• Experience leading a small support team, including hiring, coaching, and performance management
• Strong technical aptitude, with familiarity troubleshooting integrations, APIs, webhooks, or similar system interactions
• Advanced experience with Zendesk or a comparable support platform, including reporting, workflows, automations, and SLA management
• Demonstrated ability to manage support operations, including queue health, prioritization, and maintaining high-quality ticket resolution in a fast-paced environment
• Experience improving support processes and systems, helping teams scale while maintaining strong customer experience
• Strong analytical and problem-solving skills, with the ability to use data to identify trends and drive operational improvements
• Excellent written and verbal communication skills, with the ability to communicate clearly with customers, teammates, and leadership
• Experience collaborating cross-functionally with Product, Engineering, Sales, or Customer Success teams
• Experience supporting customers across multiple time zones or global regions is a plus