Manager, Customer Support
Benefits
Unlimited PTO
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Daily Operations and Queue Management:
- Own the daily health of the support queue, monitoring ticket volume and aging to identify issues early.
- Ensure tickets are triaged correctly and worked to resolution within SLA targets.
- Act as a hands-on escalation point for complex customer issues.
Team Performance and Coaching:
- Directly manage a team of support agents, setting clear expectations and holding them accountable to KPIs.
- Own the QA and coaching cycle, reviewing tickets and delivering structured feedback.
- Conduct regular 1:1s focused on development and honest feedback.
Process Execution and Improvement:
- Execute support processes and surface improvements with data-driven recommendations.
- Maintain ticket classification discipline to ensure clean data for reporting.
- Identify recurring ticket patterns and escalate with proper documentation.
First Due
First Due provides end-to-end software solutions for fire and EMS agencies to improve safety and operations. Over 3,000 agencies and 500,000 first responders use its platform, and it is FedRAMP High certified.