Manager Technical Customer Support (Curator of Customer Experience)

Ron Turley Associates LLC • Glendale, AZ

4d • $100,000 - $120,000 • Hybrid

About The Position

RTA is seeking a Manager, Technical Customer Support to lead their Tier 1 and Tier 2 Customer Support teams. This player/coach role is for someone passionate about developing people, understanding technical software support, utilizing data, and improving customer success and the product. The position involves close partnership with Engineering, QA, and Product to collaboratively solve customer issues. A key aspect of the role is developing a practical strategy for AI to enhance Technical Support operations, including ticket triage, knowledge management, response quality, QA, coaching, analytics, and eliminating repetitive work.

The role focuses on three main objectives: building and leading a high-performing technical support team through coaching and development, improving customer experience via data and operational excellence, and transforming technical support through AI and smarter working methods. The position requires ownership of key service metrics, technical fluency, and strong cross-functional collaboration.

Requirements

• Demonstrated experience leading and managing a customer support team for a B2B technical software or SaaS product.
• Experience directly leading a support team of at least five people.
• Experience leading and coaching technical Tier 1 and/or Tier 2 support teams.
• Strong people-management skills, including setting expectations, coaching performance, creating accountability, developing employees, and building an engaged team.
• Strong understanding of CSAT, TTFR, TTR, handle time, support volume, and other support metrics.
• Experience using data to make decisions around performance, staffing, workflows, processes, and customer experience.
• Technical fluency with SQL, APIs, integrations, and modern software applications sufficient to coach through complex support issues.
• Experience partnering with Product, Engineering, and/or QA to investigate customer issues and improve the product.
• Strong analytical, verbal, and written communication skills.
• The ability to rally a team, coach through difficult situations, and communicate effectively with frustrated customers when necessary.
• A practical, forward-thinking perspective on how AI can improve Technical Support, even if you haven’t personally implemented every use case yet.
• Strong ownership and initiative.
• Ability to sit or stand for extended periods.
• Ability to work at a computer for prolonged periods.
• Ability to communicate effectively in person and through video, phone, messaging, and other collaboration tools.
• Ability to work onsite at RTA’s Glendale, Arizona headquarters as required by the team’s hybrid work schedule.
• Ability to travel up to 10%, based on business needs.

Nice To Haves

• You’ve led both Tier 1 and Tier 2 technical support teams in a B2B SaaS environment.
• You’ve maintained exceptionally strong CSAT while improving response and resolution metrics.
• You’ve used support data and recurring-ticket analysis to influence a product roadmap or eliminate a meaningful source of support demand.
• You’ve implemented an AI solution in a customer support environment and can explain the problem, implementation, adoption, and measurable result.
• You’ve worked with AI-enabled ticket routing, intelligent knowledge management, AI-assisted quality assurance, agent coaching, or AI-enhanced support analytics.
• You’ve helped build or significantly improve a support knowledge-management program.
• You have deeper working knowledge of SQL, APIs, integrations, or other technical troubleshooting tools.
• You have experience with Jira and/or Intercom.
• You have experience with PowerShell.

Responsibilities

• Lead, coach, and develop RTA’s Tier 1 and Tier 2 Customer Support teams.
• Create clear expectations, accountability, strong operating rhythms, and continuous professional and technical growth for the support teams.
• Stay close to the work, understand what’s happening in the queue, coach from real data and customer interactions, remove roadblocks, and help people get better.
• Own and continuously improve CSAT, TTFR, TTR, handle time, support volume, and other key service measures.
• Use data to improve performance, staffing, workflows, and processes.
• Identify recurring customer issues and partner with Product, Engineering, QA, Customer Success, and Implementation to eliminate root causes.
• Develop and execute a practical AI strategy for Technical Customer Support.
• Identify where AI can improve ticket triage, knowledge surfacing, response drafting, quality assurance, coaching, analytics, reporting, documentation, and workflow efficiency.
• Lead, mentor, and develop Tier 1 and Tier 2 support staff.
• Set clear expectations, run effective 1:1s, coach performance, create accountability, and build an environment where strong people continue to grow.
• Maintain an exceptionally high bar for customer service and ensure service quality remains central to how the team operates.
• Own CSAT, TTFR, TTR, handle time, support volume, and other meaningful service metrics.
• Use data to identify trends, coach performance, prioritize improvements, and make informed decisions.
• Stay close enough to the technical work to coach Tier 1 and Tier 2 effectively.
• Turn support patterns into product improvements.
• Identify recurring customer problems, quantify their impact, and work with Product, Engineering, and QA to address root causes and reduce avoidable support demand.
• Build and continuously improve support processes, playbooks, workflows, escalation paths, and knowledge resources that allow the team to scale.
• Develop the roadmap for how AI can improve Technical Support and prioritize use cases that create meaningful value.
• Build AI literacy across the team and help people use AI-assisted tools responsibly and effectively while maintaining human judgment.
• Partner closely with Engineering, QA, Product, Customer Success, Implementation, and other teams to create seamless handoffs and unified customer outcomes.
• Help attract, select, onboard, develop, and retain technically capable, customer-obsessed people who raise the bar.
• Bring data, ideas, candor, and healthy challenge to the broader leadership team—and be equally willing to receive them.

Benefits

• 401(k) with 6% Safe Harbor match (100% vested day one)
• Flexible PTO model built on trust and manager-approved time off
• Cigna PPO and HSA medical plan options with company contributions ($780–$1,950 annually)
• Garner Health HRA program: up to $1,000 individual / $2,000 family reimbursement opportunity
• Wellness rewards up to $350 annually
• Virtual care and mental health support resources
• Company-sponsored benefits including dental, vision, EAP, life, STD, LTD, legal plan, and identity theft protection options
• Additional employee perks, wellness initiatives, and discount programs

What This Job Offers

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