SaaS Support Manager | Customer Success & Ops

CAMP Systems International, Inc.; Merrimack (NH); On-site; USD 90,000 - 120,000; Full time

Job summary

CAMP Systems International, Inc. is seeking a Manager to lead the day-to-day operations of our software support team.

You will ensure timely incident resolution, mentor staff, and act as the primary escalation point for complex customer, software, and production issues. The role requires strong familiarity with SLAs, KPIs, knowledge bases, and ticketing systems such as Zendesk, with experience in SaaS or ERP environments.

Qualifications

• 3+ years managing or supervising a software support team.
• Strong understanding of SLAs, support KPIs, knowledge-base management, and ticketing operations.
• Experience administering a ticket management platform (Zendesk preferred).
• Experience supporting SaaS or ERP software preferred.
• Strong written, verbal, analytical, and problem-solving skills.

Responsibilities

• Lead day-to-day software support operations, ensuring timely resolution of incidents and service requests.
• Mentor and develop the Support team to foster a collaborative, accountable, customer-focused culture.
• Serve as the primary escalation point for complex customer, software, and production issues.
• Monitor and manage SLAs, response and resolution times, ticket backlog, system availability, and other support metrics.
• Partner with Development, QA, Systems, and Operations teams to troubleshoot defects and drive corrective actions.
• Prioritize customer-impacting issues and enhancement requests based on business needs.
• Support software releases, patches, upgrades, and deployments with proper testing and documentation.
• Analyze incident trends to improve support processes and customer experience.
• Establish and maintain support procedures, knowledge-base content, and training materials.
• Ensure the Support team has tools and resources to assist customers and report on performance.
• Drive continuous improvement through incident reviews and knowledge sharing.

Skills

Team management

SLAs & KPIs

Zendesk

SaaS/ERP

Communication

Problem solving

Education

Bachelor's degree (technical)

Tools

Zendesk

JIRA

Confluence

SQL/Oracle

Job description

CAMP Systems International, Inc. is seeking a Manager to lead the day-to-day operations of our software support team.

You will ensure timely incident resolution, mentor staff, and act as the primary escalation point for complex customer, software, and production issues. The role requires strong familiarity with SLAs, KPIs, knowledge bases, and ticketing systems such as Zendesk, with experience in SaaS or ERP environments.