Manager, Customer Support

Procare Solutions•Denver, CO

22d•$79,000 - $87,500•Hybrid

About The Position

The Manager of Customer Support is the operational owner of Procare’s Tier 1 Support organization and is responsible for the end-to-end performance, development, and daily execution of the team. This role is designed for a hands-on, high-accountability leader who fully owns the daily operation, performance, and outcomes of a large, fast-paced Tier 1 Support organization. This Manager is expected to lead without constant oversight, drive results through strong people management, set and enforce standards, build KPIs and reporting frameworks, ensure backlog discipline, and consistently deliver on SLA/OLA expectations. They will create a culture of performance, coaching, and customer obsession while elevating Tier 1 Support to a world-class operation.

Requirements

Minimum 4+ years' of customer support leadership with demonstrated success owning a Tier 1 support operation for a SaaS or multi-product technology company
Proven experience independently running a complex support organization without reliance on director-level guidance
Strong background in KPI design, performance management, and operational reporting
Strong leadership presence with the ability to coach, motivate, and hold teams accountable
Demonstrates a strong work ethic characterized by urgency, accountability, and pride in delivering consistent, high-quality results. Maintains high personal standards, follows through on commitments, and sets the operational pace for the broader team
Excellent operational rigor—able to manage volume, backlogs, SLA performance, and queue triage with precision
Strong analytical and problem-solving skills; comfortable reviewing and interpreting high-volume operational data
Exceptional written and verbal communication skills, including the ability to present results and recommendations to leadership
Ability to build scalable processes, integrate people/systems/workflows, and drive standardization
Proficiency with Microsoft Office, reporting tools, dashboards, and other support-related technologies
Bachelor’s degree preferred, or equivalent work experience demonstrating deep operational leadership capability

Nice To Haves

Experience with SMB SaaS, fintech or payment operations, or multi-platform technical support (SaaS + on-prem + mobile) strongly preferred
Experience with Salesforce Service Cloud is highly preferred
Knowledge of banking/payment industries a plus; relevant certifications are a bonus

Responsibilities

Operational Leadership & Ownership
Fully owns the day-to-day operations of Tier 1 Support and ensures the org runs smoothly with minimal need for Director/VP involvement
Builds, maintains, and executes against daily/weekly/monthly operating rhythms, ensuring coverage, SLA attainment, backlog management, and service quality
Designs, implements, and continuously improves KPIs for the team and individuals, including SLAs, productivity, quality, CSAT/NPS, queue health, and utilization metrics
Monitors and audits backlog and queue health daily; takes immediate action to prevent volume surges, SLA breaches, or customer experience degradation
Develops and enforces Tier 1 playbooks, SOPs, escalation paths, and quality standards
People Leadership & Performance Management
Independently manages all aspects of staff performance, including coaching, feedback loops, 1:1s, performance documentation, recognition, and corrective actions when needed
Creates a strong coaching culture that grows employees from foundational support skills to advanced product knowledge and customer interactions
Recruits, interviews, hires, and trains new team members; ensures training programs are robust, documented, and consistently executed
Supports performance improvement and makes appropriate decisions when alignment isn’t achieved. Demonstrates the maturity to manage up or out when necessary to maintain a high-performing organization, ensuring standards, expectations, and results remain consistently strong
Delivers clear expectations and ensures accountability across the team
Training, Quality, & Continuous Improvement
Builds and maintains a Tier 1 training program including onboarding, ongoing education, product updates, and certification paths
Ensures best practices and product knowledge are consistently reinforced through audits, coaching sessions, and calibration
Partners cross-functionally with Product, Engineering, Implementation, and Success to proactively identify customer friction points and develop solutions
Leads continuous improvement efforts, leveraging data to enhance processes, reduce handle time, improve quality, and elevate customer satisfaction
Customer Experience & Cross-Functional Alignment
Serves as the operational liaison between Tier 1, Tech Services, Engineering, Product, and Customer Success
Oversees customer escalations to ensure issues are resolved effectively and root causes are addressed to prevent recurrence
Works with internal teams to identify at-risk customers and support improvement of customer health metrics
Builds and delivers reporting for leadership, including service levels, queue trends, quality metrics, team performance, and strategic insights
Strategic & Financial Management
Supports annual budget planning, headcount forecasting, and capacity modeling
Analyzes trends to inform staffing needs, operating improvements, and future initiatives
Provides data-driven recommendations that align operations with business goals

Benefits

Excellent comprehensive benefits packages including: medical, dental, & vision plans
HSA option with employer contributions
Vacation time, holidays, sick days, volunteer & personal days
401K Plan with employer match and immediate vesting
Employee Stock Purchase Plan
Employee Discount Program
Medical, Dependent Care, and Transportation FSA Plans
Company paid Short and Long-Term disability and Life Insurance
RTD EcoPass for all Denver employees
Tuition Reimbursement and continued Professional Development
Fast paced, high energy workplace environment in prime downtown location
Regular company provided meals