Software Support Manager, SaaS & Customer Success

Corridor; Northern (KY); Hybrid; USD 90,000 - 130,000; Full time

Job summary

CAMP Systems is seeking an experienced Support Department Manager to lead day-to-day software support operations and mentor the team. You will ensure timely resolution of incidents, manage SLAs, and collaborate with cross-functional teams to improve service and customer outcomes.

The role requires 3+ years of managing a software support team, experience with Zendesk, and a strong focus on process improvements, reliability, and customer success.

Qualifications

• 3+ years of experience managing or supervising a software support team.
• Experience administering a ticket management platform; Zendesk preferred.
• Experience supporting SaaS or ERP software preferred.
• Strong written, verbal, analytical, and problem-solving skills.
• Bachelor’s degree in a technical discipline preferred.

Responsibilities

• Lead day-to-day software support operations, ensuring timely resolution of incidents and service requests.
• Mentor and develop the Support team, fostering a collaborative, accountable, customer-focused culture.
• Serve as the primary escalation point for complex customer, software, and production issues.
• Monitor SLAs, response and resolution times, ticket backlog, and system availability.
• Collaborate with Development, QA, Systems, and Operations to troubleshoot defects and drive fixes.
• Prioritize issues based on business impact and customer needs.
• Support software releases, patches, upgrades, and deployments with proper testing and communication.
• Provide regular reporting on support performance and trends to leadership.
• Maintain knowledge-base content and training materials for support.
• Ensure the team has tools and resources to assist customers effectively.

Skills

People management

Customer support

SLA/KPI management

Communication

Issue resolution

Education

Bachelor’s degree in technical discipline

Tools

Zendesk

Jira

Confluence

Job description

CAMP Systems is seeking an experienced Support Department Manager to lead day-to-day software support operations and mentor the team. You will ensure timely resolution of incidents, manage SLAs, and collaborate with cross-functional teams to improve service and customer outcomes.

The role requires 3+ years of managing a software support team, experience with Zendesk, and a strong focus on process improvements, reliability, and customer success.