Manager, Customer Support

MassMutual Ventures; Boston (MA); Presencial; USD 120.000 - 180.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health, dental, vision insurance

401(k) with match

Unlimited PTO and holidays

Descripción de la vacante

RapidWorks is seeking a Manager, Customer Support to lead the established support team and shape how customers are served. You will own the end-to-end support experience, coach the team, and voice customer feedback to Product and Engineering.

Prior construction industry experience is not required, but strong leadership and technical curiosity are essential. You will drive AI-enabled strategies, implement automated triage and self-service, and monitor KPIs such as CSAT and time-to-resolution.

Formación

• Minimum 5 years in software product support or customer operations.
• 2+ years leading a support team with measurable impact.
• Experience with B2B SaaS and ERP/field service-like software is preferred.

Responsabilidades

• Lead and coach a team of product support specialists.
• Own AI-enabled support strategy and rollout across the team.
• Measure impact on KPIs like resolution time and CSAT.
• Manage ticket queues, escalations, SLAs, and knowledge base.
• Act as senior escalation point for complex issues affecting dispatch, billing, and payments.
• Collaborate with Product, Engineering, Implementation, Success, and Sales.

Conocimientos

People leadership

Customer support strategy

Troubleshooting

Communication

Data-driven decision making

Herramientas

Zendesk

HubSpot

Intercom

Jira

Descripción del empleo

RapidWorks is the leading construction tech SaaS solution for resource planning for heavy equipment subcontractors in the $1.8 trillion construction industry. Founded by experts in construction and heavy equipment fleet management, Rapid's products help subcontractors manage and optimize their businesses with simplified scheduling and dispatching, mobile workforce monitoring and ticketing, invoicing and collections, and performance tracking.

With headquarters in the US, and customers across 3 continents, RapidWorks helps hundreds of subcontractors transform their businesses to streamline their operations and increase profitability.

We're looking for a Manager, Customer Support to lead our established support team and shape the future of how we serve our customers. You'll own the support experience end to end, develop and coach the team, and serve as the voice of the customer to our Product and Engineering teams. You don't need to come from construction; we'll teach you the industry. What matters most is strong support leadership, technical curiosity, comfort with emerging technology, and a real drive to help customers succeed.

What You'll Do

• Lead, coach, and develop a team of product support specialists, setting clear goals and fostering a culture of ownership, urgency, and empathy for customers working in demanding field conditions.
• Own and drive our AI-enabled support strategy, identifying where AI tools and agents can improve the customer experience, including automated ticket triage and routing, AI-assisted responses, self-service chat, and knowledge base generation.
• Lead the rollout and adoption of AI across the support team, training support specialists to work alongside AI tools effectively, setting quality and accuracy standards, and ensure customers have a path to a human when needed.
• Measure the impact of AI initiatives on KPIs such as resolution time, CSAT, and team capacity, and refine the approach based on results and customer feedback.
• Own support operations including ticket queues, escalation paths, SLAs, staffing coverage (including early-morning and after-hours coverage aligned with dispatch schedules), and knowledge base management.
• Serve as the senior escalation point for complex or high-impact issues affecting dispatch, job ticketing, telematics, payroll, billing, and payments workflows.
• Translate customer problems into clear, prioritized feedback for Product and Engineering, and partner closely on bug triage, release readiness, and root‑cause analysis.
• Define and report on support KPIs such as first response time, time to resolution, CSAT, ticket volume trends, and escalation rates, using data to drive continuous improvement.
• Maintain and improve the knowledge base, internal playbooks, and training materials so they reflect how our customers actually work and serve as a reliable foundation for AI‑powered self‑service.
• Support the integration of acquired customer bases and products into a unified, scalable support model.
• Collaborate with Implementation, Customer Success, and Sales to ensure smooth onboarding and long‑term customer health.
• Help launch and support new products, preparing the team and customers for each release.

What You Bring

• 5+ years of experience in software product support, technical support, or customer operations, including 2+ years managing or leading a support team.
• Experience supporting B2B SaaS, ideally ERP, dispatch, field service, fleet management, or other operations software.
• Strong troubleshooting skills and comfort with technical topics such as mobile apps, GPS/telematics data, use of APIs, integrations, SQL queries etc.
• A track record of improving support processes, setting and hitting SLAs, and using metrics to drive results.
• Experience with support platforms such as Zendesk, HubSpot, Intercom, or Jira.
• Hands‑on experience implementing AI tools and agents in a customer support environment (for example, AI chatbots, agent‑assist, automated triage and routing, or LLM‑powered knowledge tools), including measuring the impact on efficiency and customer experience.
• Excellent communication skills, with the ability to explain technical issues clearly to non-technical customers and to write actionable bug reports for engineers.
• A calm, steady presence under pressure and a genuine commitment to customer outcomes.
• Eagerness to learn about our customers' industries and how their businesses run day to day.

Nice to Have

• Background in construction, heavy equipment services, equipment rental, or another field operations environment
• Experience with payroll, prevailing wage, union labor, or payments and invoicing systems.
• Background supporting customers through software migrations or post-acquisition transitions.

What We Offer

• Competitive salary
• Health, dental, and vision insurance
• 401(k) with match
• Paid unlimited time off and holidays
• Professional development and growth opportunities in a scaling company
• The chance to make a direct impact on an industry that builds the world around us