Senior Manager, Customer Support

Tekmetric•Houston, TX

5d•Hybrid

About The Position

About Tekmetric Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably. Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we’re not just building software. We’re building a movement. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time. Come build with us. Join the journey. Shape the future of auto repair. Working the Tekmetric Way At Tekmetric, we’re building a culture where winning matters - not for ego, but because when our customers win, we win together. We move fast, stay curious, and take full ownership of our results — no excuses, no finger-pointing. If you thrive in ambiguity, take initiative, and view honest feedback as fuel for growth, you’ll feel right at home here. We’re direct but respectful, ambitious yet grounded, and collaborative at every level. Everyone leads through impact and is encouraged to speak up, share ideas, and challenge assumptions (even your manager’s). This is a place for builders, not bystanders. Success here takes focus, follow-through, and a willingness to roll up your sleeves — but if you’re driven by meaningful work and real results, it’s deeply rewarding. You’ll join a team that cares about the work, supports one another, and takes smart risks to achieve bold goals. Be yourself, stay mission-focused, and you’ll thrive. If that energizes you, we can’t wait to meet you. Where We Work: At Tekmetric, great work can happen anywhere — but great teams are built through intentional connection. Our hybrid model means no role is fully remote, offering flexibility while strengthening collaboration and alignment. We host team and company-wide offsites throughout the year to deepen connection and reinforce shared goals. Attendance is expected and fully supported. What You'll Do In this role, you lead our Customer Support department with the goal of driving successful outcomes and long term customer satisfaction. You know what it takes to provide world-class customer support, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including response times, CSAT, NPS, and renewal rates) What You’ll Bring You are a proven, empathetic and dynamic leader that motives those around you. You will combine business acumen, executive presence and exceptional leadership skills, and a pursuit of quality and delivery excellence. You enjoy a fast paced environment where technology change and innovation are constant.

Requirements

5+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment.
Expertise in customer service operations, processes, and infrastructure in support.
Experience in addressing customer needs by leveraging AI tools.
Ability to gain deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed.
Prior success in establishing and analyzing business processes that drove higher business operational efficiencies and customer satisfaction.
Experience successfully recruiting, building, training, and promoting world class teammates.
Excellent collaboration skills and team focus.
Clear understanding of core drivers of Customer Success.
Candidates must be local to Houston; this is a hybrid work model

Responsibilities

Maintain best in class SLA’s for customer support communication channels, including phone, chat, and email
Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance
Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources.
Manage critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships.
Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer.
Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings.
Partner cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget.
Lead collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved

Benefits

Health & Wellness That Have You Covered: Enjoy the flexibility of remote work
Competitive base salaries that reflect your value.
Generous Paid Time Off, because we know you do your best work when you're well-rested.
Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
Investing in Your Future (and Present): 401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
Keep growing with support for continuing education - we’re invested in your development.
Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!