Customer Support Manager
About The Position
Tablet Command builds software that matters. We are the emerging leader in incident response and management solutions for public safety agencies in the US and Canada. Our iPad app is in the hands of firefighters and other first responders while they respond to emergency incidents. We deliver an intuitive, easy-to-use, and, above all, robust and reliable software solution that improves outcomes. Tablet Command Enterprise Service is in use by thousands of fire service professionals across hundreds of fire departments throughout North America. Our customers include San Francisco, San Diego, Denver, Charlotte, and departments in California, Colorado, Missouri, Florida, and Canada. We are growing rapidly in other regions as well. Tablet Command is a remote team within the company based in the San Francisco Bay Area. Preferred time zones are US (Hawaii to East Coast). As a Customer Support Manager, you will be responsible for leading our customer support operations, ensuring our public safety customers receive timely, expert, and mission-critical assistance. You will manage the support team, define processes, and be the key advocate for the customer experience within the company. The ideal candidate will have experience working remotely and managing a customer-facing support team. We look for strong communication skills, an obsession with customer success, and a passion for high-quality service delivery. We love keeping up with new technology and best practices in customer support, and we hope you do too. In our software, we value robustness, stability, resilience, and performance. If our code works, lives are saved. If our code fails, lives can be at risk. We’re motivated by the fact that our work has a real impact, and it pushes us to be better every day. As a part of a small, collaborative, and agile team, you will: 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. In your application, please include an example of something you’ve created and are proud of related to customer service or support process improvement. This can be anything you choose: a streamlined process, a knowledge base article, a customer success story, or whatever you like.
Requirements
- experience working remotely and managing a customer-facing support team.
- strong communication skills
- an obsession with customer success
- a passion for high-quality service delivery
Nice To Haves
- 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.
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.
Benefits
- Work on high-profile, meaningful software that makes a tangible difference in people’s lives.
- Your efforts will help get people home safe to their families.
- Lead and grow a dedicated support team of professionals who are passionate about technology and public safety.
- Work with great equipment and cutting-edge tools. Be given a competitive compensation package with a generous vacation policy.
- Comprehensive medical, dental, and vision insurance
- Life insurance and short- and long-term disability coverage
- Paid vacation and holidays
- 401(k) - no company match
- Access to a suite of other benefits through our PEO provider
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
