Manager Technical Customer Support (Curator of Customer Experience)

RTA Fleet • Glendale, AZ

11d • $100,000 - $120,000 • Hybrid

About The Position

RTA is hiring a Manager, Technical Customer Support to lead its Tier 1 and Tier 2 Customer Support teams. This is a player/coach leadership role focused on developing people, maintaining technical support quality, using service data to improve operations, and strengthening the customer experience. The manager will work closely with Engineering, QA, Product, Customer Success, and Implementation to resolve customer issues and address their root causes.

The role includes developing and executing a practical AI strategy for Technical Support. The manager will identify and evaluate opportunities such as ticket triage, knowledge management, response drafting, quality assurance, coaching, analytics, reporting, documentation, and workflow efficiency. They will help the team adopt AI-assisted tools responsibly and measure whether those tools improve support.

This is a full-time, hybrid position based in Glendale, Arizona. The employee will work remotely and from RTA’s Glendale headquarters according to the team’s hybrid schedule and business needs. Travel is generally expected to be up to 10%. The position is classified as exempt and is not eligible for overtime pay. The anticipated annual salary range is $100,000–$120,000, depending on experience and qualifications.

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.
• 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.
• Experience with ticketing and customer support platforms.
• 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.
• Ability to rally a team, coach through difficult situations, and communicate effectively with frustrated customers when necessary.
• Practical, forward-thinking perspective on how AI can improve Technical Support; prior implementation of every use case is not required.
• Strong ownership and initiative.

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 Jira and/or Intercom is a plus.

Responsibilities

• Lead, coach, mentor, and develop Tier 1 and Tier 2 Customer Support teams, setting expectations, accountability, operating rhythms, and opportunities for growth.
• Stay close to support operations and technical work, use queue 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 service measures; use data to guide performance, staffing, workflows, processes, and decisions.
• Identify recurring customer problems, 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 and prioritize use cases with meaningful value.
• Build AI literacy across the team and support responsible, effective use of AI-assisted tools while preserving human judgment.
• Collaborate with Engineering, QA, Product, Customer Success, Implementation, and other teams to create effective 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.
• Travel up to 10% based on business needs and work onsite at the Glendale headquarters as required by the hybrid schedule.

Benefits

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