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.

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