Customer Support Manager (Remote) – Lead Support Operations for Public Safety Software

Key Responsibilities 

• Lead and mentor the customer support team and manage daily support operations.
  
  
• Develop and implement efficient support workflows, policies, and best practices.
  
  
• Manage customer issues and coordinate with engineering and product teams for solutions.
  
  
• Create and maintain knowledge base articles and help center documentation.
  
  
• Communicate with users to understand their needs and improve support services.
  
  
• Track support metrics such as response time, resolution rates, and customer satisfaction.
  
  

Requirements
 

• Experience managing a remote customer support team.
  
  
• Strong communication and leadership skills.
  
  
• Passion for customer success and high-quality service.
  
  
• Interest in technology and support tools.
  
  
• Ability to work independently while collaborating with remote teams.
  
  

Preferred Qualifications
 

• Experience managing B2B or SaaS support teams.
  
  
• Familiarity with tools such as Zendesk, FreshDesk, or HubSpot CRM.
  
  
• Knowledge of incident management or government IT systems.
  
  
• Strong organizational skills and proactive mindset.
  
  
• Interest in public safety technology.
  
  

Benefits
 

• Competitive salary: $100,000 – $180,000 per year
  
  
• Fully remote work environment
  
  
• Medical, dental, and vision insurance
  
  
• Life and disability coverage
  
  
• Paid vacation and holidays
  
  
• 401(k) retirement plan
  
  
• Professional development opportunities