Customer Support Manager, SaaS & Escalations

Socket.dev; United States; On-site; USD 95,000 - 130,000; Full time

Job summary

CAMP Systems is a leading provider in aircraft compliance and health management, seeking a Support Department Manager to oversee day-to-day software support operations and drive customer-focused outcomes.

You will mentor the Support team, manage SLAs, and collaborate with Development, QA, and Operations to resolve complex issues and enhance service delivery. A strong background in Zendesk and SaaS/ERP support is preferred.

Qualifications

• 3+ years managing or supervising a software support team.
• Experience administering a ticket management platform; Zendesk preferred.
• Experience with SaaS or ERP software preferred.
• Strong written, verbal, analytical, and problem-solving skills.

Responsibilities

• Lead day-to-day software support operations, ensuring timely resolution of incidents and service requests.
• Manage, mentor, and develop the Support team while fostering a collaborative, accountable, and customer-focused culture.
• Serve as the primary escalation point for complex customer, software, and production issues.
• Monitor and manage SLAs, response and resolution times, ticket backlog, system availability, and other key support metrics.
• Partner with Development, QA, Systems, and Operations teams to troubleshoot defects, perform root-cause analysis, and drive corrective actions.
• Prioritize customer-impacting issues, software defects, and enhancement requests based on business and customer needs.
• Support software releases, patches, upgrades, and production deployments, ensuring changes are tested, documented, communicated, and supported.

Skills

Team management

Customer-focused

Communication

Problem-solving

Education

Bachelor’s degree in technical discipline

Tools

Zendesk

JIRA

Confluence

SQL

Oracle

Job description

CAMP Systems is a leading provider in aircraft compliance and health management, seeking a Support Department Manager to oversee day-to-day software support operations and drive customer-focused outcomes.

You will mentor the Support team, manage SLAs, and collaborate with Development, QA, and Operations to resolve complex issues and enhance service delivery. A strong background in Zendesk and SaaS/ERP support is preferred.