Manager of Customer Support - Hybrid

Arcoro Holdings Corp; Phoenix (AZ); On-site; USD 95,000 - 105,000; Full time

Benefits offered by this job

401(k) with Company match

Flexible Time Off and Company-paid holidays

Hybrid Work

Job summary

A leading SaaS company is seeking a Manager of Customer Support in Phoenix, AZ. This hands-on leadership role involves ensuring high customer satisfaction and overseeing operational aspects of support. Ideal candidates will have a strong background in customer experience, team leadership, and a passion for technology-driven change. The role offers competitive compensation, flexible time off, and opportunities for growth.

Qualifications

• 3+ years of leadership experience in SaaS or B2B product support.
• Experience leading teams through technology-driven change involving AI.
• HRIS and/or payroll support experience preferred.

Responsibilities

• Lead and mentor the customer support team to high performance.
• Manage staffing and workload distribution effectively.
• Act as a trusted escalation point for complex issues.

Skills

Customer experience advocacy

Leadership and coaching

Excellent communication skills

Operational discipline

Adaptability in fast-paced environments

Education

Bachelor’s degree in Business, IT, or related field

Tools

CRMs

Zen Desk

Job description

Want to work with a solid company that’s transforming HR for the construction industry? Our team of dedicated professionals helps construction, contracting and field services companies hire, manage and grow their workforce with a market-leading SaaS solution. As a member of the A-Team, you’ll enjoy a top-notch employee experience where you can embrace your problem-solving skills and innovation, work with a team of great colleagues and see the impact of your contribution each day Our culture is collaborative, and we believe strongly in training, growth and internal advancement. We offer competitive compensation including comprehensive benefits and a generous time-off policy. We offer both on-site and remote opportunities.

At Arcoro, you will help create software products that are cutting edge, easy to use, and that make an appreciated and notable difference in our customer’s daily lives.

About the Job:

Arcoro’sCustomer Experience (CX) team is AI-enabled and human-powered, fully committed to delivering the best customer experience on the market. Our mission is simple yet powerful: make it easy and delightful to do business with us.

The Manager of Customer Support is a hands-on leadership role responsible for ensuring the smooth functioning of the support team, maintaining high levels of customer satisfaction, and managing the operational aspects of customer support. The Manager of Customer Support will directly supervise staff, assign and balance workloads, monitor support metrics, manage escalations, and ensure timely resolution of customer issues. The role also involves coaching and developing team members, conducting performance reviews, and maintaining accountability for quality, efficiency, and compliance with company standards. This is a hybrid role, requiring a minimum of two days per week (Tuesdays and Wednesdays) on site in our Phoenix office.

What You Will Be Doing:

• Lead & Inspire – Develop and mentor your team to consistently deliver exceptional, human-powered customer support.
• Champion CX Mission – InfuseArcoro’sCX philosophy into daily operations: AI-enabled efficiency combined with empathetic, delightful customer interactions.
• Operational Excellence – Manage staffing, coverage, and workload distribution while monitoring KPIs and ensuring continuous improvement.
• AI-Driven Transformation – Guide your team through the adoption of AI tools that reduce repetitive tasks and allow for deeper, proactive customer engagement.
• Customer Advocacy – Act as a trusted escalation point, partnering with Product and Engineering to resolve complex HRIS/payroll-related challenges.
• Team Development – Conduct performance reviews, provide career coaching, and create growth opportunities for support specialists.

Must Haves/Competencies:

• A true passion for customer experience — not just solving problems, butidentifyingand communicating how they may be prevented, making it easy and delightful to work withArcoro.
• Strong leadership and coaching skills, with the ability to inspire and hold teams accountable.
• Excellent communication and interpersonal skills with a balance of empathy and professionalism.
• Comfortable leading in an AI-enabled, fast-paced, entrepreneurial environment.
• Operational discipline with experience in CRMs and Zen Desk (or other ticketing platform)
• Bachelor’s degree in Business, IT, or related field.
• 3+ years of leadership experience (manager, supervisor, or team lead) in SaaS or B2B product support.
• HRIS and/or payroll support experience strongly preferred; talent management or recruiting software support also considered.
• Experience leading teams through technology-driven change, ideally involving AI-enabled tools.

Perks and Benefits:

• 401(k) with Company match
• Flexible Time Off and Company-paid holidays
• Hybrid Work

$95,000-$105,000

About the Company

A rapidly growing SaaS company, Arcoro offers proven modular HR solutions for the construction and contracting industries. Our product suite and software platform provides end-to-end HR functionality to help drive business outcomes, enabling companies to better manage the entire employee lifecycle through improved candidate quality and flow, shortened time to hire, centralized learning and improved employee productivity. Our HR solutions integrate with top construction ERP systems further positioning Arcoro as a leader in proven modular HR solutions. With Arcoro’s flexible solutions, customers select the modules that meet their needs for talent acquisition, talent management, core HR, benefits administration, time and attendance tracking and more.Arcoro has over 7000 customers across North America.

Arcoro is an Equal Opportunity Employer

Arcoro is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Arcoro is proud to be an Equal Opportunity Employer.