Alert Alarm Operations Support Manager

Role Overview

The Operations Support Manager is responsible for leading customer support and technicians' coordination, operations and optimizing service delivery across all support channels throughout the Hawaiian Islands. This role oversees new hire onboarding, daily team performance, ensures efficient workflow management, and enhances agent productivity through process improvements and system optimization. Acting as a key liaison between departments, the Operations Support Manager ensures seamless coordination between customer support, field operations, and internal stakeholders to deliver a high-quality customer experience.

Status: Full-Time, Exempt

Key Responsibilities

• Lead, coach, and develop a team of support coordinators to deliver exceptional customer service across phone, email, and digital channels.
• Serve as an escalation point for complex or high-priority customer issues, ensuring timely and effective resolution.
• Lead onboarding and continuous training of team members, reinforcing best practices in customer service, troubleshooting, and communication.
• Foster a customer-centric culture focused on accountability, responsiveness, and service excellence.
• Oversee daily support operations, including service request intake, troubleshooting, and technician dispatch coordination.
• Ensure timely and accurate completion of service tickets, building reports and payroll.
• Assists in review of service tickets, building reports to timely resolve and bill appropriately
• Monitor team performance metrics, service levels, and response times to ensure operational efficiency and customer satisfaction.
• Identify workflow gaps and implement process improvements to enhance productivity and reduce resolution time.
• Ensure accurate documentation of customer interactions, service tickets, and account updates.
• Manage scheduling of inspections, service appointments, and technician assignments, including coordination for high-priority customers.
• Oversee the effective use of support systems and tools, including CRM platforms, scheduling software, and reporting systems (e.g., Sedona, Excel, Building Reports).
• Support data integrity across systems by ensuring accurate account setup, updates, and service documentation.
• Generate and analyze reports related to customer interactions, service performance, and operational trends to inform decision-making.
• Collaborate with Field Operations to ensure efficient technician dispatching and service completion.
• Partner with Finance on contract management, billing coordination, and job task processing.
• Work closely with Sales and Account Management teams to align customer needs with service offerings and identify opportunities for service upgrades.
• Support logistics for technician travel, lodging, and related expense tracking in alignment with company policies.
• Support customer account management activities, including account setup, updates, transfers, and cancellations.
• Support effective troubleshooting support is provided to customers, guiding them through step-by-step solutions when appropriate.
• Handle and resolve customer complaints with professionalism, empathy, and a focus on long-term satisfaction.
• Continuously evaluate and improve customer support processes to enhance the overall customer experience.
• Perform other duties as assigned.

Qualifications

• High School Diploma or GED required; additional education or certifications in business, operations, or related fields preferred.
• Minimum of two (2) years of customer service or support operations experience; leadership or supervisory experience preferred.
• Proficiency in Microsoft Office (Word, Excel, Outlook) and experience with CRM or service management systems.
• Strong analytical, organizational, and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Demonstrated ability to lead teams, make sound decisions, and drive process improvements.
• Clean driving record.

Work Requirements

• Prolonged periods of sitting and working on a computer in an office environment.
• Frequent use of phone/headset systems for communication.
• Ability to operate in a fast-paced, high-volume support environment with repetitive tasks.
• Work performed in a secure facility.
• Travel to outer islands.

Compensation starts at $ 80,000 /annual salary (DOE)

We offer a full benefits package, including health, dental, and eye insurance, STD and life Insurance, a 401k savings plan, paid time off benefits, training, opportunities for growth and development, and a team that cares about you. We even offer pet insurance!

We are a proud Equal Opportunity Employer

EEOC Statement

Alert Alarm provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.