Customer Support Manager (Tier 1)

Fortive

6h

About The Position

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. Ensure clear, empathetic, and timely communication with customers throughout the case lifecycle. Drive initiatives to improve CSAT scores and overall customer experience. 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. Process Management & Quality Assurance Coordinate Requests for Assistance (RFAs) with Tier 2 and Engineering for complex issues. 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.

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.
• 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.
• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees