Manager, Customer Support

The role

You will own the daily execution and operational health of a support team. You will manage team leads and individual contributors to meet performance standards and KPIs.

What you will do

• 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.
• Act as a hands-on escalation point for complex customer issues.
• Directly manage a team of support agents and team leads.
• Own the QA and coaching cycle for the team.
• Track individual and team-level KPIs.
• Conduct regular 1:1s with direct reports.
• Build and maintain a structured onboarding ramp program.

Required qualifications

• 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.
• 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 (CSAT, FRT, TTR, FCR, ticket volume, quality scores).
• Strong written and verbal communication skills.

Nice to have

• 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.
• Experience building structured onboarding or training programs for support agents.
• Experience with workforce management fundamentals: scheduling, capacity planning, and coverage modeling.
• Background working alongside Customer Success and Implementation/Services teams.

Benefits

• Medical coverage
• Dental coverage
• Vision coverage
• FSA/HSA
• 401(k)
• Flexible PTO
• Fully remote workplace
• Technology stipend

Before you apply

• Must be authorized to work for any US employer in the United States.
• Locality Media LLC is unable to sponsor or transition sponsorship ownership of employment visas.
• Hiring is contingent upon candidates successfully passing a criminal background check.
• Locality Media participates in E-Verify.

About the company

First Due provides fire and EMS agencies with software solutions for incident reporting, planning, and analytics. Their mission is to prevent first responder injury or death.