DescriptionWho are you?As Manager of Customer Support at Workiz, you will own the full support function across Tier 1, Tier 2, and Tier 3 teams. You will lead a multi-layered organization including three highly-specialized Technical Pod Owners (Communications, Financial Services/Imports, and Core Support Operations) who own technical queues, alongside managing the direct people operations of the offshore Mexico team. You will be accountable for service quality, team performance, and overall customer experience. This is a high-impact, operational leadership role for someone who thrives on building systems, developing people, and driving measurable outcomes in a fast-paced SaaS environment.
Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Team Leadership & Organizational Management- Lead and develop the global support team, including US-based technical engineers and the nearshore Mexico-based support operations team.
- Surface systemic problems and technical bottlenecks to leadership that prevent the team from functioning optimally.
Performance & Quality- Own team-wide KPIs including CSAT, First Response Time (FRT), Time to Resolution (TTR), ticket deflection rate, and escalation ratios.
- Implement quality assurance processes including ticket reviews, call monitoring, and calibration sessions.
- Identify performance gaps and design training, playbooks, or process improvements to close them.
Workforce Planning and Scheduling- Manage staffing, scheduling, and capacity planning across all tiers to align coverage with support volume.
- Monitor queue health and work with Supervisors to manage real-time triage and ticket prioritization.
- Partner with HR and recruiting to hire, onboard, and retain top support talent.
Process & Systems- Standardize processes, escalation paths, and documentation across all support tiers.
- Oversee the operational efficiency of critical pod workflows (including telephony integration, API support, data migrations, and billing platforms), ensuring the technical toolstack is fully optimized.
- Own the support toolstack and drive optimization, specifically focusing on technical systems and database reconciliation.
Cross-Functional Collaboration- Serve as the primary liaison between Support and teams including Product, Engineering, Customer Success, and Sales.
- Surface recurring customer pain points, feature gaps, and bugs to Product with structured data and context.
- Collaborate with Customer Success leadership to ensure a seamless customer experience from onboarding through long-term support.
Reporting & Strategy- Deliver regular reporting on team performance, ticket trends, and customer satisfaction to senior leadership.
- Develop and execute a roadmap for support operations that scales with Workiz's growth.
- Proactively identify risks and opportunities in the support function and present recommendations.
Requirements- 5+ years of experience in customer support or customer success, with at least 2 years in a management role overseeing other managers, supervisors, or team leads.
- Demonstrated experience managing multi-tiered support organizations (Tier 1, 2, and 3 or equivalent) in offshore and remote locations.
- Proven experience managing a diverse group of direct reports, ranging from highly senior technical individual contributors (SaaS/API Support Engineers) to operational specialists.
- Experience managing multilingual or localized support workflows (specifically Spanish-speaking nearshore teams) is highly preferred.
- Strong working knowledge of support metrics and how to use data to drive operational improvements.
- Proven experience leveraging AI tools and technologies to optimize support workflows, improve efficiency, and enhance customer experience.
- Proven ability to develop and coach team leads and supervisors.
- Excellent written and verbal communication skills; able to communicate clearly across technical and non-technical audiences.
- Highly organized with strong project and time management skills.
- Demonstrated experience managing complex technical support areas such as API integrations, data migrations, or billing systems.
- Proven ability to manage global teams across disparate time zones (e.g., San Diego, Austin, Mexico).
- Broad competence and in-depth technical knowledge of application software troubleshooting, including the ability to perform database reconciliation and server-side troubleshooting, as well as proven experience successfully resolving complex customer issues in a dynamic startup environment.
- Bachelor's degree or equivalent experience
- Ability to travel to Tijuana, Mexico once a month.
Preferred Qualifications- Experience in a SaaS or field service management company.
- Familiarity with Support, CRM tools and customer success platforms.
- Experience building or scaling a support team from the ground up.
- Background in creating or overhauling support documentation, SOPs, or knowledge bases.
- Experience in the field service management or trades industry is a plus.
- Spanish speaking strongly preferred.
Perks- Fuel Your Flow: Stay energized with a fully stocked kitchen featuring premium coffee and a curated selection of snacks.
- Beyond the Desk: We're big on culture. From our monthly Book Club to catered lunches and hosted happy hours, we make space for real connection.
Compensation and Benefits- Market-level compensation based on experience: $120,000 - $140,000 On-Target Earnings.
- Workiz provides a comprehensive benefits package, featuring employee stock options, up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage, and a 4% match on 401k contributions.
Paid Time Off: 16 days per year (that grows with tenure!)
Sick Leave: 5 days per year.
