Customer Support Manager

About the Role 

AssetWatch protects uptime for industrial operators by delivering real-time insights and fast issue resolution. The Customer Support Manager leads the team responsible for front-line problem solving, clear communication and a consistently strong customer experience. This role blends tactical execution with coaching, process refinement and cross-functional alignment. 

Who You Are 

• You care about reliability, accuracy and speed because customers depend on us to keep their plants running. 

• You thrive in a growth-stage environment where processes evolve and improvements never stop. 

• You communicate simply, clearly and with confidence. 

• You value accountability and expect the same from the team you lead. 

• You enjoy coaching people, raising performance standards and building a strong support culture. 

• You move fast and you’re comfortable taking the first step when something breaks or a customer needs attention. 

• You understand how Support, Product, Engineering and Reliability teams connect to deliver a seamless customer experience. 

Responsibilities 

• Lead the Customer Support team and ensure all inbound cases are handled with speed, accuracy and clarity. 

• Monitor hardware, sensor and network alerts; coordinate fast response to any outage or degradation. 

• Develop deep working knowledge of AssetWatch hardware, software and workflows to troubleshoot effectively. 

• Manage inbound channels (ticketing, phone, email, internal escalations) and maintain consistent response times. 

• Partner with Reliability, Field Services, Engineering and Product to resolve complex cases and prevent repeat issues. 

• Review customer feedback and share insights with Product to help prioritize improvements. 

• Build strong customer relationships through proactive outreach, guided troubleshooting and clear communication. 

• Identify patterns, escalate risks and propose solutions before problems expand. 

• Own team performance metrics, coaching, and regular feedback cycles. 

• Recruit, onboard and develop high-performing Support team members. 

• Report support trends, customer experience metrics and operational risks to leadership. 

• Continuously evaluate and improve workflows, documentation, tooling and internal communication. 

Required Experience 

• 3+ years leading or coaching a support team. 

• 3+ years supporting a technical product (hardware, software or network-based). 

• Experience with high-volume ticketing systems. 

• CRM experience; Salesforce preferred. 

• Comfortable with remote collaboration tools (Slack, Zoom, Notion or similar). 

• Strong written and verbal communication skills. 

• Ability to prioritize, multi-task and stay organized in a fast-moving environment. 

Preferred Attributes 

• Strong empathy paired with direct problem-solving 

• High comfort level troubleshooting with incomplete information 

• Clear sense of ownership, urgency and follow-through 

• Strong collaborator who builds trust internally and externally 

• Understands how support performance impacts customer retention and product quality 

• Tech-savvy and quick to learn new systems 

• Thrives in an environment focused on accountability, continuous improvement and customer outcomes 

• Experience supporting industrial environments, IoT, or hardware-in-the-loop systems 

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