Watch Duty is seeking a highly organized, data-driven Customer Support Manager to lead customer experience across app users and enterprise partners.
This role operates as a player-coach: hands-on with escalations and enterprise onboarding while managing support operations, optimizing workflows, and shaping CSAT strategy.

Key Responsibilities:

Own day-to-day performance of Tier 1 and Tier 2 support via a Philippines-based managed service team, partnering with their lead to meet targets.
Drive core support metrics (CSAT, FRT, resolution time) using data to identify bottlenecks and improve performance.
Act as escalation point for complex tickets, and personally own enterprise support and onboarding enablement.

Qualifications:

3+ years in a Customer Support management or team-lead role, ideally in SaaS or a high-volume B2C app.
Deep understanding of support KPIs and hands-on expertise with Zendesk and Google Workspace.
Exceptional written communication, analytical mindset, and ability to de-escalate tense situations with empathy.

Watch Duty

Watch Duty is a mission-driven nonprofit delivering real-time wildfire intelligence to residents, first responders, and critical infrastructure partners. They are a growing organization with a culture focused on public safety and data-driven decision-making.

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