Remote Customer Support Operations Manager

First Due; United States; Remote; USD 85,000 - 115,000; Full time

Job summary

First Due is seeking a Manager, Customer Support to lead a remote US-based team. You will own queue health, drive KPIs, and coach agents to deliver world-class support for fire and EMS agencies.

You will design onboarding, QA, and training programs, partner with product and engineering, and ensure escalations are resolved with excellence. The role emphasizes hands-on leadership, process discipline, and data-driven improvements to scale a professional support organization for a cloud-native

Qualifications

• 5+ years of experience in customer support operations, with at least 2 years directly managing a team of 8+ support agents or specialists in a B2B SaaS environment.
• Built or substantially improved a support operation with defined standards and a running team.
• Hands-on experience triaging tickets, coaching agents through complex issues, and managing a backlog under pressure.
• Experience designing and running QA and coaching programs that moved a metric.
• Operational fluency with Zendesk or similar modern support platforms.

Responsibilities

• Own the daily health of the support queue and KPIs.
• Ensure correct ticket triage, assignment, and resolution within SLA targets.
• Manage escalations and coaching for complex issues.
• Run daily/weekly cadences: reviews, audits, and backlog scrubs.
• Hands-on escalation point for sensitive customer issues.
• Directly manage team leads and contributors to defined performance standards.
• Own onboarding and ramp programs for new agents.
• Develop and maintain training materials and knowledge resources.
• Identify and address performance gaps with clear timelines and criteria.
• Foster ownership and curiosity within the team.

Skills

Customer support operations

Team leadership

SLA & QA coaching

Data-driven decision making

Cross-functional collaboration

Tools

Zendesk

Jira

Job description

First Due is seeking a Manager, Customer Support to lead a remote US-based team. You will own queue health, drive KPIs, and coach agents to deliver world-class support for fire and EMS agencies.

You will design onboarding, QA, and training programs, partner with product and engineering, and ensure escalations are resolved with excellence. The role emphasizes hands-on leadership, process discipline, and data-driven improvements to scale a professional support organization for a cloud-native