Senior Manager, Customer Support

TL;DR

Senior Manager, Customer Support (Public Safety Software): Provide leadership to multiple support teams spanning technical support and user enablement with an accent on performance excellence, strategic transformation, and critical customer relationships. Focus on driving KPIs, crisis management for public safety operations, and integrating AI/automation into unified service delivery.

Location: Mesa, Arizona, United States. Requires compliance with FBI CJIS Security Policy including fingerprint-based background check and security clearances as condition of employment.

Company

Global public safety solutions company building intuitive tools and integrations for agencies, forensic labs, court systems, and schools to improve workflows and operations.

What you will do

• Lead 3-5 Customer Support Managers/Team Leads and oversee 20+ person team across technical support and user enablement.
• Drive performance via KPIs on SLAs, adoption, and satisfaction; develop strategies for product launches and implementations.
• Serve as executive escalation for critical issues; partner with Engineering, Product, Sales on enterprise initiatives.
• Build customer executive relationships; lead change management, talent development, and budget management.
• Adopt AI, automation, predictive analytics; establish QA frameworks and dashboards.
• Represent support in executive planning; manage crises, SLAs, vendors, and foster innovation culture.

Requirements

• Bachelor's in Computer Science, Technology, Information Systems, Business or related.
• 8-10+ years in technical support/customer success; 3+ years managerial.
• Track record managing complex support organizations in public safety/mission-critical environments.
• Success in organizational transformation, metrics, business acumen, executive communication.
• Ability to influence cross-organizationally and drive scalable high-performing teams.

Nice to have

• ITIL Expert, CCXP, Six Sigma Black Belt certifications.
• Public safety standards (NENA, APCO, CJIS); AI/ML knowledge.
• Executive leadership training or MBA; shared services experience.

Culture & Benefits

• Driven by innovation, expertise, customer success focus.
• Comprehensive benefits; potential variable compensation like incentives/bonuses.
• Equity, diversity, inclusion; accommodations available.
• Opportunity to contribute to public safety technology transformation.