Tech Support Manager & Curator of Customer Experience

Ron Turley Associates LLC; Glendale (AZ); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

401(k) with company match

Flexible PTO

Medical plan options

Job summary

Ron Turley Associates LLC seeks a Manager, Technical Customer Support to lead Tier 1 and Tier 2 teams and partner with Engineering, QA, and Product. The role blends people leadership with a strong technical backbone and a data-driven mindset.

You’ll drive CSAT, TTFR, TTR and handle time improvements while shaping AI-enabled support initiatives. Hybrid work model in Glendale, AZ with close collaboration across functions.

Qualifications

• Experience leading a customer support team for a B2B software/SaaS product.
• Experience managing Tier 1 and Tier 2 support teams.
• Data-driven decision making with CSAT, TTFR, TTR metrics.

Responsibilities

• Lead Tier 1 and Tier 2 Customer Support teams with clear expectations and accountability.
• Own CSAT, TTFR, TTR, handle time, and support volume metrics; drive staffing and processes.
• Partner with Product, Engineering, QA, Customer Success, and Implementation to eliminate root causes.

Skills

Leadership

Data-driven decisions

AI strategy

Technical credibility

Coaching & development

Cross-functional partnership

Tools

Jira

Intercom

SQL

APIs

PowerShell

Job description

Ron Turley Associates LLC seeks a Manager, Technical Customer Support to lead Tier 1 and Tier 2 teams and partner with Engineering, QA, and Product. The role blends people leadership with a strong technical backbone and a data-driven mindset.

You’ll drive CSAT, TTFR, TTR and handle time improvements while shaping AI-enabled support initiatives. Hybrid work model in Glendale, AZ with close collaboration across functions.