Hybrid Software Support Manager - Customer Success Lead

RapidWorks

Boston (MA)

Hybrid

USD 90,000 - 120,000

Full time

4 days ago

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Job summary

RapidWorks is seeking a Software Support Manager based in Greater Boston with hybrid work flexibility. The role leads the software support team responsible for ERP, telematics, and mobile solutions, driving issue resolution and customer satisfaction.

You will analyze support trends, partner with product and engineering to fix recurring problems, and create documentation and escalation procedures to improve product quality. Mentoring staff and representing support in meetings are also key duties.

Qualifications

Bachelor's degree or equivalent practical experience in IT, CS, Business, or related field.
Experience supporting software applications or SaaS products.
Experience leading or managing a support team.
Strong written and verbal communication skills.
Familiarity with ticketing systems, CRM tools, and knowledge bases.

Responsibilities

Manage the software support team and tickets for ERP, telematics, and mobile solutions.
Coordinate issue resolution and monitor service levels to ensure high customer satisfaction.
Analyze support trends and collaborate with product/engineering to address recurring issues.
Mentor staff, create documentation, and establish escalation procedures.
Represent the support function in internal and customer meetings.