Manager, Customer Support (Fully Remote)

First Due; Deutschland; Remote; EUR 70.000 - 90.000; Vollzeit

Zusammenfassung

First Due is seeking a hands-on Support Manager to own daily health of the customer support queue, ensuring tickets are triaged correctly and resolved within SLA targets. You will act as a hands-on escalation point for complex issues and directly manage a team of support agents, setting clear expectations and KPIs.

The role also leads QA and coaching cycles, conducts regular 1:1s for development, and drives data-driven process improvements by maintaining clean ticket classification for reporting

Qualifikationen

Aufgaben

• Own the daily health of the support queue, monitoring ticket volume and aging to identify issues early.
• Ensure tickets are triaged correctly and worked to resolution within SLA targets.
• Act as a hands-on escalation point for complex customer issues.
• Directly manage a team of support agents, setting clear expectations and holding them accountable to KPIs.
• Own the QA and coaching cycle, reviewing tickets and delivering structured feedback.
• Conduct regular 1:1s focused on development and honest feedback.
• Execute support processes and surface improvements with data-driven recommendations.
• Maintain ticket classification discipline to ensure clean data for reporting.
• Identify recurring ticket patterns and escalate with proper documentation.

Jobbeschreibung

• Own the daily health of the support queue, monitoring ticket volume and aging to identify issues early.
• Ensure tickets are triaged correctly and worked to resolution within SLA targets.
• Act as a hands-on escalation point for complex customer issues.

Team Performance and Coaching:

• Directly manage a team of support agents, setting clear expectations and holding them accountable to KPIs.
• Own the QA and coaching cycle, reviewing tickets and delivering structured feedback.
• Conduct regular 1:1s focused on development and honest feedback.

Process Execution and Improvement:

• Execute support processes and surface improvements with data-driven recommendations.
• Maintain ticket classification discipline to ensure clean data for reporting.
• Identify recurring ticket patterns and escalate with proper documentation.

First Due

First Due provides end-to-end software solutions for fire and EMS agencies to improve safety and operations. Over 3,000 agencies and 500,000 first responders use its platform, and it is FedRAMP High certified.