Technical Support Manager — AI-Driven Data-Savvy Leader

Rtafleet; Glendale (AZ); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

401(k) match

Flexible PTO

Medical plan options

Wellness rewards

Mental health support

Dental & Vision

EAP & Life insurance

Identity theft protection

Job summary

RTA Fleet is seeking a Manager of Technical Customer Support in Glendale, AZ, a hybrid role leading Tier 1 and Tier 2 teams. You will drive CSAT improvements, optimize support metrics, and partner with Engineering, QA, and Product to reduce root causes.

You’ll shape an AI-forward support strategy and coach a high-performing team to deliver exceptional customer outcomes. The role emphasizes coaching, data-driven decision-making, and cross-functional collaboration to elevate product quality and

Qualifications

• Experience leading a B2B software/customer support team.
• Strong data-driven approach to CSAT and metrics.
• Technical fluency with APIs, SQL, and troubleshooting.
• Ability to partner with Product, Engineering, QA and CSM teams.

Responsibilities

• Lead Tier 1 and Tier 2 teams with clear expectations and accountability.
• Own CSAT, TTFR, TTR, handle time, and support volume metrics.
• Develop and execute AI strategy to improve triage, knowledge surfacing, and QA.
• Collaborate with Product and Engineering to reduce root causes and avoidable tickets.
• Build and improve playbooks, processes, and knowledge resources.

Skills

Customer support leadership

Data-driven decisions

SQL

APIs

AI strategy

Tools

Jira

Intercom

PowerShell

Job description

RTA Fleet is seeking a Manager of Technical Customer Support in Glendale, AZ, a hybrid role leading Tier 1 and Tier 2 teams. You will drive CSAT improvements, optimize support metrics, and partner with Engineering, QA, and Product to reduce root causes.

You’ll shape an AI-forward support strategy and coach a high-performing team to deliver exceptional customer outcomes. The role emphasizes coaching, data-driven decision-making, and cross-functional collaboration to elevate product quality and