Manager Technical Customer Support (Curator of Customer Experience)

RTA FLeet • Glendale, AZ

10d • Hybrid

About The Position

RTA is seeking a Manager, Technical Customer Support to lead its Tier 1 and Tier 2 Customer Support teams. This is a player/coach leadership role combining people development, technical software support, data-driven operational management, and a strong focus on customer experience. The manager will stay close to support operations and customer interactions while building a high-performing team and partnering with Engineering, QA, Product, Customer Success, and Implementation to resolve issues and improve the product.

The role owns key service measures—including CSAT, TTFR, TTR, handle time, and support volume—and uses data to guide performance, staffing, workflows, and process improvements. The manager will develop and execute a practical AI strategy for Technical Support, identifying and measuring opportunities in areas such as triage, knowledge management, response quality, QA, coaching, analytics, documentation, and workflow efficiency. The position is full-time and hybrid, based in Glendale, Arizona, with work both remotely and at RTA’s headquarters according to the team’s schedule and business needs. Travel is generally up to 10%.

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 about 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 a product.
• Strong analytical, verbal, and written communication skills.
• 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, with willingness to learn and develop a strategy even without having implemented every use case.
• Strong ownership and initiative.
• Ability to sit or stand for extended periods and 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 hybrid schedule.
• Ability to travel up to 10%, based on business needs.

Nice To Haves

• Experience leading both Tier 1 and Tier 2 technical support teams in a B2B SaaS environment.
• Experience maintaining exceptionally strong CSAT while improving response and resolution metrics.
• Experience using support data and recurring-ticket analysis to influence a product roadmap or eliminate a meaningful source of support demand.
• Experience implementing an AI solution in customer support and explaining its problem, implementation, adoption, and measurable result.
• Experience with AI-enabled ticket routing, intelligent knowledge management, AI-assisted quality assurance, agent coaching, or AI-enhanced support analytics.
• Experience building or significantly improving a support knowledge-management program.
• Deeper working knowledge of SQL, APIs, integrations, or other technical troubleshooting tools.
• Experience with Jira and/or Intercom.
• Experience with PowerShell.
• Experience with ticketing and customer support platforms; Jira and/or Intercom is a plus.

Responsibilities

• Lead, mentor, coach, and develop Tier 1 and Tier 2 Customer Support teams; set expectations, run effective one-on-ones, create accountability, and support employee growth.
• Stay close to queue operations and technical support work, use real data and customer interactions to coach the team, and remove roadblocks.
• Maintain a high standard of customer service and service quality.
• Own and continuously improve CSAT, TTFR, TTR, handle time, support volume, and other meaningful service metrics.
• Use data to identify trends, guide performance and staffing decisions, and improve workflows, processes, and customer experience.
• Identify recurring customer issues, quantify their impact, and partner with Product, Engineering, and QA to address root causes and reduce avoidable support demand.
• Build and improve support processes, playbooks, workflows, escalation paths, and knowledge resources.
• Develop a practical AI roadmap for Technical Support, prioritize valuable use cases, and measure their impact.
• Build AI literacy across the team and support responsible, effective use of AI-assisted tools while maintaining human judgment.
• Collaborate with Engineering, QA, Product, Customer Success, Implementation, and other teams to coordinate handoffs and customer outcomes.
• Help attract, select, onboard, develop, and retain technically capable, customer-focused employees.
• Contribute data, ideas, candid feedback, and constructive challenge to the broader leadership team, and receive feedback in turn.
• Communicate effectively with frustrated customers when necessary.
• Travel up to 10% based on business needs.

Benefits

• 401(k) with a 6% Safe Harbor match, 100% vested on day one.
• Flexible PTO model based on trust and manager-approved time off.
• Cigna PPO and HSA medical plan options with company contributions of $780–$1,950 annually.
• Garner Health HRA program with reimbursement opportunity up to $1,000 for an individual or $2,000 for a family.
• Wellness rewards up to $350 annually.
• Virtual care and mental health support resources.
• Company-sponsored dental, vision, EAP, life, short-term disability, long-term disability, 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