Customer Support Manager

Creative Realities Inc • Louisville, KY

3d • Onsite

About The Position

The CRI Support Manager is responsible for leading the day-to-day operations of Creative Realities’ (CRI) Support organization, overseeing Tier 1 and Tier 2 support teams in a 24/7 environment. This role ensures consistent delivery of high-quality support services, adherence to SLAs, and continuous improvement of support processes. Reporting to the Director of Support, the Support Manager will drive team performance, accountability, and operational excellence while maintaining a strong focus on customer experience.

Requirements

• 1–3 years of experience managing a call center or technical support team
• Experience operating in a 24/7 support environment
• Proven leadership experience including hiring, coaching, and performance management
• Strong understanding of support metrics, SLAs, and queue management
• Experience with ticketing systems such as ServiceNow or similar platforms
• Excellent communication, organizational, and problem-solving skills

Nice To Haves

• Experience supporting remote devices, networks, or IoT/digital signage environments
• Familiarity with remote device management platforms (e.g., RMM tools)
• Experience working in a fast-paced, multi-client or managed services environment
• Background in IT, networking, or technical troubleshooting

Responsibilities

• Lead, coach, and develop Tier 1 and Tier 2 support staff across a 24/7 support model
• Conduct hiring, onboarding, performance reviews, and disciplinary actions
• Establish clear expectations, accountability, and performance standards
• Manage scheduling and coverage to ensure continuous support operations
• Foster a high-performance, customer-focused team culture
• Oversee daily support operations, ensuring timely response and resolution of tickets
• Monitor and manage ticket queues, escalations, and backlog
• Enforce SLA compliance and ensure service delivery meets defined targets
• Act as an escalation point for complex or high-impact issues
• Coordinate with internal teams (Engineering, Field Operations, Project Teams) for issue resolution
• Track and report on key performance metrics, including SLA compliance, first response time, resolution time, ticket volume and backlog, and customer satisfaction (CSAT), if applicable
• Provide regular reporting to the Director of Support and executive stakeholders
• Identify trends and implement improvements based on data
• Develop, implement, and continuously improve support processes and workflows
• Standardize ticket handling, escalation procedures, and documentation practices
• Drive efficiency and consistency across the support organization
• Identify opportunities for automation and tooling improvements
• Utilize and manage support tools such as ServiceNow or similar ticketing systems
• Support environments involving remote device management platforms (e.g., digital signage players, network-connected devices)
• Ensure accurate documentation of issues, resolutions, and knowledge base articles

Benefits

• Company paid individual portion of Medical, Dental, Life, Long and Short-Term Disability insurances
• Access to participate in company Vision insurance and other voluntary benefit programs
• Eligibility for a high-deductible health plan (HDHP) with HSA option, including HSA company contribution
• FSA, DCFSA
• 401(k) program, including company paid match of up to 3% of annual salary
• Paid time off and holiday pay

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed