Customer Support Manager

AssetWatch, Inc.

6d•Remote

About The Position

AssetWatch protects uptime for industrial operators by delivering real-time insights and fast issue resolution. The Customer Support Manager leads the team responsible for front-line problem solving, clear communication and a consistently strong customer experience. This role blends tactical execution with coaching, process refinement and cross-functional alignment.

Requirements

3+ years leading or coaching a support team.
3+ years supporting a technical product (hardware, software or network-based).
Experience with high-volume ticketing systems.
CRM experience; Salesforce preferred.
Comfortable with remote collaboration tools (Slack, Zoom, Notion or similar).
Strong written and verbal communication skills.
Ability to prioritize, multi-task and stay organized in a fast-moving environment.

Nice To Haves

Strong empathy paired with direct problem-solving
High comfort level troubleshooting with incomplete information
Clear sense of ownership, urgency and follow-through
Strong collaborator who builds trust internally and externally
Understands how support performance impacts customer retention and product quality
Tech-savvy and quick to learn new systems
Thrives in an environment focused on accountability, continuous improvement and customer outcomes
Experience supporting industrial environments, IoT, or hardware-in-the-loop systems

Responsibilities

Lead the Customer Support team and ensure all inbound cases are handled with speed, accuracy and clarity.
Monitor hardware, sensor and network alerts; coordinate fast response to any outage or degradation.
Develop deep working knowledge of AssetWatch hardware, software and workflows to troubleshoot effectively.
Manage inbound channels (ticketing, phone, email, internal escalations) and maintain consistent response times.
Partner with Reliability, Field Services, Engineering and Product to resolve complex cases and prevent repeat issues.
Review customer feedback and share insights with Product to help prioritize improvements.
Build strong customer relationships through proactive outreach, guided troubleshooting and clear communication.
Identify patterns, escalate risks and propose solutions before problems expand.
Own team performance metrics, coaching, and regular feedback cycles.
Recruit, onboard and develop high-performing Support team members.
Report support trends, customer experience metrics and operational risks to leadership.
Continuously evaluate and improve workflows, documentation, tooling and internal communication.