Support Manager

Skills/Experience:

• 5 years in technical customer support manager role.
• Telecommunications background
• Solid networking fundamentals: LAN/WAN, VLANs, and the impact of network conditions on real-time voice.
• Zendesk administration experience: triggers, automations, SLAs, macros, business rules, Explore dashboards, and integrations.
• Track record of owning and improving support KPIs (first response, time to close, CSAT, backlog, reopen rate).
• Strong written and verbal communication skills; able to translate complex technical issues for non-technical customers and executives.
• Experience hiring, coaching, and performance-managing technical support staff.
• Familiarity with number porting (LNP) processes, E911, CNAM, and US carrier ecosystems.
• Multi-location SMB or franchise customer support experience.

Job Description

The Support Manager leads the client’s customer support team, which handles inbound tickets, calls, provisioning support for Project Managers, and orders for existing customers. This role is hands-on: the manager coaches support technicians, owns Zendesk operations and reporting, removes technical roadblocks on escalated tickets, and partners with Engineering, Provisioning, and Customer Success to drive resolution and continuous improvement. Success is measured by response and resolution times, CSAT, first-contact resolution, and team development.

• Lead, mentor, and develop a team of Tier 1 and Tier 2 support engineers, including hiring, onboarding, scheduling, and performance management.
• Conduct weekly 1:1s and structured ticket reviews; provide written and verbal feedback grounded in Zendesk data and call recordings.
• Build a coaching culture focused on technical depth, customer empathy, accurate documentation, and ownership of escalations.
• Maintain coverage across business hours and on-call rotations to ensure SLA adherence.
• Own client’s Zendesk instance end-to-end: ticket forms, fields, triggers, automations, macros, SLAs, business rules, schedules, and routing.
• Configure and maintain ticket types, request types, close codes, and tagging to support clean reporting.
• Build and maintain dashboards in Zendesk Explore (or equivalent) for ticket volume, first reply time, time to close, reopen rate, CSAT, backlog aging, and agent productivity.
• Lead Zendesk roadmap improvements: AI/Answer Bot or auto-responder tuning, macro hygiene, and workflow optimization.
• Generate weekly, monthly, and ad-hoc support analytics for leadership; surface red flags and improvement opportunities proactively.