[Hiring] Manager, Customer Support @First Due

Role Description

First Due is the leading cloud-native software platform for fire and EMS agencies in the United States. Our Customer Support function is undergoing a major transformation. We are building a professionally scaled, data-driven organization with real infrastructure, real process discipline, and real career paths. This role is a critical part of that build.

We are looking for someone who has done this work before. Not at the strategic level. At the ground level. You have run a support queue, coached agents through hard tickets, built a QA program that changed behavior, and used data to figure out why the queue was growing before someone had to tell you.

This is not a maintenance role. We are building, and we need someone who knows what good looks like because they have built it themselves.

Key Responsibilities

• Own the daily execution and operational health of a support team, reporting to the VP of Customer Support.
• Manage team leads and individual contributors, accountable for performance, development, and output against defined standards and KPIs.
• Daily Operations and Queue Management:
  • Own the daily health of the support queue.
  • Ensure tickets are triaged correctly and worked to resolution within SLA targets.
  • Manage escalations within the team.
  • Run daily and weekly operational cadences: queue reviews, stand-ups, ticket audits, and backlog scrubs.
  • Act as a hands-on escalation point for complex or sensitive customer issues.
• Team Performance and Coaching:
  • Directly manage a team of support agents and team leads.
  • Own the QA and coaching cycle for your team.
  • Track individual and team-level KPIs.
  • Conduct regular 1:1s with every direct report.
  • Identify performance gaps early and address them directly.
• People Development and Team Health:
  • Own onboarding for new support team members.
  • Develop and maintain training materials and knowledge resources.
  • Identify high-potential individuals and invest in their development.
  • Monitor team morale and workload distribution.
  • Foster a culture of ownership and curiosity.
• Process Execution and Improvement:
  • Execute the support processes and standards defined by the Director.
  • Maintain and enforce ticket classification discipline.
  • Identify recurring ticket patterns and escalation drivers.
  • Contribute to process design and improvement initiatives.
  • Ensure that escalations leaving your team are well-documented.
• Reporting and Visibility:
  • Deliver weekly team performance reports.
  • Maintain clean, current data in the support platform.
  • Surface risks, blockers, and capacity concerns proactively.
• Cross-Functional Collaboration:
  • Work with peer managers across Support, Customer Success, and Services.
  • Partner with Product and Engineering contacts on escalated issues.
  • Participate in product release readiness activities.

Qualifications

• 5+ years of experience in customer support operations, with at least 2 years directly managing a team of 8+ support agents or specialists in a B2B SaaS environment.
• Experience building or substantially improving a support operation.
• Hands-on experience running a support queue.
• Experience designing and running QA and coaching programs.
• Operational fluency with a modern support platform (Zendesk strongly preferred).
• Experience tracking and reporting on support KPIs.
• Strong written and verbal communication skills.

Preferred Qualifications

• Experience in mission-critical, compliance-sensitive, or government-adjacent B2B SaaS environments.
• Experience managing distributed or remote teams across multiple time zones.
• Familiarity with Jira or similar tools for tracking escalations.
• Experience building structured onboarding or training programs for support agents.
• Experience with workforce management fundamentals.
• Background working alongside Customer Success and Implementation/Services teams.

Benefits

• Comprehensive compensation and benefits package.
• Competitive pay, medical, dental, and vision coverage.
• FSA/HSA, 401(k), flexible PTO.
• Fully remote workplace, technology stipend.
• Opportunities for advancement and other benefits.