Customer Support Manager

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🕒 3 days ago

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First Due

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2016

☁️ SaaS

🏛️ Government

🤝 B2B

🔥 Funding within the last year

💰 $355M Private Equity Round - First Due on 2025-08

SaaS • Government • B2B

First Due is a software company that provides cloud-based pre-incident planning, mapping, and situational awareness tools for fire departments, EMS, and other emergency responders. Its platform centralizes building data, hydrant locations, risk assessments, and operational details and integrates with dispatch/CAD systems to improve incident response, resource allocation, and community risk reduction. First Due sells its platform as a subscription/service to public-safety agencies and municipal governments.

📋 Description

• 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 like queue reviews and stand-ups • Directly manage a team of support agents and team leads • Track individual and team-level KPIs • Own the QA and coaching cycle for your team • Monitor team morale and workload distribution • Execute the support processes and standards defined by the Director • Deliver weekly team performance reports • Work with peer managers across Support, Customer Success, and Services

🎯 Requirements

• 5+ years of experience in customer support operations • At least 2 years directly managing a team of 8+ support agents or specialists in a B2B SaaS environment • 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 (CSAT, FRT, TTR, FCR, ticket volume, quality scores) • Strong written and verbal communication skills.

🏖️ Benefits

• competitive pay • medical coverage • dental coverage • vision coverage • FSA/HSA • 401(k) • flexible PTO • fully remote workplace • technology stipend • opportunities for advancement