Customer Support Manager (Tier 1)

Fortive Careers

About The Position

As the Customer Support Manager for Tier 1, you will lead the frontline support team responsible for timely intake, triage, and resolution of customer support cases for multiple SAAS products that include but not limited to FAMIS, EMS and Lucernex. This role emphasizes rapid response, effective communication, and seamless collaboration with Tier 2 and Engineering teams to ensure outstanding customer experiences. You will drive operational excellence, coach team members, and maintain high standards of performance in a fast-paced environment. The manager also plays a key role in product readiness, knowledge sharing, and continuous improvement initiatives.

Requirements

3–5 years of experience in customer support leadership, preferably in a SaaS or software environment.
Proven ability to manage and develop high-performing teams.
Strong communication, interpersonal, and conflict-resolution skills.
Familiarity with support tools (e.g., Zendesk, Salesforce, Jira).
Solid understanding of technical troubleshooting and escalation processes.
Ability to thrive in a fast-paced, dynamic environment.

Responsibilities

Manage Tier 1 support team performance, ensuring adherence to case handling standards and response SLAs.
Monitor case queues, phone, and chat channels to maintain rapid response and balanced workload distribution.
Provide guidance and mentorship to team members, fostering technical growth and customer-centric behaviors.
Oversee initial triage and routing processes to ensure accurate severity assessment and escalation.
Enforce case hygiene protocols, including timely follow-ups, documentation accuracy, and closure compliance.
Conduct regular audits of case documentation for completeness and quality.
Ensure clear, empathetic, and timely communication with customers throughout the case lifecycle.
Drive initiatives to improve CSAT scores and overall customer experience.
Coordinate Requests for Assistance (RFAs) with Tier 2 and Engineering for complex issues.
Lead or facilitate customer calls involving cross-functional teams to ensure effective resolution.
Partner with Tier 2 to maintain and enhance the Support Knowledge Base (KB).
Manage on-call rotation for high-severity incidents outside business hours.
Represent Tier 1 in triage meetings, ATCM processes, and operational readiness reviews.
Oversee smoke testing post-production changes and participate in RCA workshops for major incidents.
Maintain awareness of product roadmap to anticipate support needs and prepare the team accordingly.