Technical Support Manager - AI-Driven Leadership (Hybrid)

RTA: The Fleet Success Company; Glendale (AZ); Hybrid; USD 100,000 - 120,000; Full time

Benefits offered by this job

401(k) with match

Flexible PTO

Medical, dental, vision plans

Wellness programs

Job summary

RTA is seeking a Manager, Technical Customer Support to lead our Tier 1 and Tier 2 teams in a hybrid Glendale, AZ environment. You will drive customer success by improving CSAT, handling time, and resolution quality while partnering with Engineering, Product, and QA to reduce root causes.

You’ll develop people, foster data-driven decisions, and define practical AI initiatives to streamline triage, knowledge management, and coaching.

Qualifications

• Proven experience leading a customer support team for a B2B technical software or SaaS product.
• Experience guiding Tier 1 and Tier 2 support teams and coaching staff.
• Strong people-management skills with accountability and growth mindset.

Responsibilities

• Lead, coach, and develop Tier 1 and Tier 2 support teams with clear expectations and strong operating rhythms.
• Own CSAT, TTFR, TTR, handle time, and support volume metrics; use data to drive staffing and workflows.
• Partner with Product, Engineering, QA to address root causes and improve the product.
• Develop and execute an AI strategy to improve ticket triage, knowledge surfacing, and QA.
• Build scalable processes, playbooks, and knowledge resources for the support team.
• Collaborate with Engineering, QA, Product, Customer Success, and Implementation for unified outcomes.

Skills

Leadership

Team development

Data analytics

SQL

APIs

Jira/Intercom

Tools

SQL

APIs

Intercom

Jira

PowerShell

Job description

RTA is seeking a Manager, Technical Customer Support to lead our Tier 1 and Tier 2 teams in a hybrid Glendale, AZ environment. You will drive customer success by improving CSAT, handling time, and resolution quality while partnering with Engineering, Product, and QA to reduce root causes.

You’ll develop people, foster data-driven decisions, and define practical AI initiatives to streamline triage, knowledge management, and coaching.