Customer Support Manager
Company:AssetWatch, Inc.
Location:United States, Canada, EST, PST
Languages:English
Seniority level:Manager, 3+ years
Experience:3+ years
Skills:
LeadershipPeople ManagementSalesforceProduct OperationsCross-functional Team LeadershipOperations ManagementCommunication SkillsCollaborationMentoringWritten communicationTeam managementCoachingExcellent communication skillsRelationship buildingVerbal communicationTroubleshootingClient relationship managementStrong communication skillsCross-functional collaborationRelationship managementProcess improvementCRMCustomer support
Requirements:
3+ years leading or coaching a support team. 3+ years supporting a technical product (hardware, software or network-based). Experience with high-volume ticketing systems. CRM experience; Salesforce preferred. Comfortable with remote collaboration tools (Slack, Zoom, Notion or similar). Strong written and verbal communication skills. Ability to prioritize, multi-task and stay organized in a fast-moving environment.
Responsibilities:
Lead the Customer Support team and ensure all inbound cases are handled with speed, accuracy and clarity. Monitor hardware, sensor and network alerts; coordinate fast response to any outage or degradation. Develop deep working knowledge of AssetWatch hardware, software and workflows to troubleshoot effectively. Manage inbound channels (ticketing, phone, email, internal escalations) and maintain consistent response times. Partner with Reliability, Field Services, Engineering and Product to resolve complex cases and prevent repeat issues. Review customer feedback and share insights with Product to help prioritize improvements. Build strong customer relationships through proactive outreach, guided troubleshooting and clear communication. Identify patterns, escalate risks and propose solutions before problems expand. Own team performance metrics, coaching, and regular feedback cycles. Recruit, onboard and develop high-performing Support team members. Report support trends, customer experience metrics and operational risks to leadership. Continuously evaluate and improve workflows, documentation, tooling and internal communication.
