Head of Technical Support & Customer Experience

RTA: The Fleet Success Company; Glendale (AZ); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

401(k) with 6% Safe Harbor match

Flexible PTO

Medical plan options

Wellness rewards

Job summary

RTA: The Fleet Success Company in Glendale, AZ, is seeking a Manager, Technical Customer Support to lead our Tier 1 and 2 teams, drive CSAT and operational excellence, and partner with Product, Engineering, QA to eliminate root causes.

You’ll design and execute an AI-driven strategy to improve triage, knowledge surfacing, and coaching, while turning data into smarter workflows and higher customer satisfaction.

Qualifications

• Experience leading a customer support team for a B2B software or SaaS product.
• Experience leading and coaching Tier 1 and Tier 2 support teams.
• Strong data-driven decision making to improve CSAT and support metrics.
• Ability to partner with Product/Engineering/QA to drive product improvements.

Responsibilities

• Lead, mentor, and develop Tier 1 and Tier 2 teams.
• Own CSAT, TTFR, TTR, handle time, and staffing.
• Develop and execute an AI strategy for Technical Support.
• Partner with Product, Engineering, QA, Customer Success, and Implementation to drive root-cause analysis.
• Build and improve support processes, playbooks, and knowledge resources.

Skills

Team leadership

Data-driven decisions

Technical support leadership

SQL

APIs & integrations

Jira & Intercom

Coaching & development

Cross-functional collaboration

Customer focus

AI strategy

Tools

Jira

Intercom

PowerShell

Job description

RTA: The Fleet Success Company in Glendale, AZ, is seeking a Manager, Technical Customer Support to lead our Tier 1 and 2 teams, drive CSAT and operational excellence, and partner with Product, Engineering, QA to eliminate root causes.

You’ll design and execute an AI-driven strategy to improve triage, knowledge surfacing, and coaching, while turning data into smarter workflows and higher customer satisfaction.