Senior Manager, Customer Support

Versaterm

Mesa, United States
On-site
Customer support leadership
Technical support and user enablement
Strategic transformation of support
Versaterm is seeking a Senior Manager of Customer Support to oversee multiple support teams and drive performance excellence in public safety solutions. The ideal candidate will have extensive experience in technical support, leadership, and organizational transformation, particularly within mission-critical environments

Job Summary

  • The Senior Manager, Customer Support provides leadership and oversight to multiple Support Managers, Team Leads and their teams spanning complex support functions that encompass technical support and user enablement services.
  • They ensure performance excellence across diverse teams, drive strategic transformation of support capabilities, develop organizational talent, and align comprehensive support strategies with business objectives while maintaining oversight of critical customer relationships and escalations affecting public safety operations.
  • This role requires a proven track record of managing multiple teams or complex support organizations with diverse functions, deep experience supporting enterprise software in public safety or mission-critical environments, and demonstrated success in organizational transformation and integration of support functions.

Matching Summary

Match Score: 85

Versaterm is seeking a Senior Manager of Customer Support to oversee multiple support teams and drive performance excellence in public safety solutions. The ideal candidate will have extensive experience in technical support, leadership, and organizational transformation, particularly within mission-critical environments.

Skills & Requirements

Must-have

  • Customer support leadership
  • Technical support and user enablement
  • Strategic transformation of support
  • Organizational talent development
  • Enterprise software support
  • Public safety operations oversight

Nice-to-have

  • AI and automation adoption
  • Thought leadership in support models
  • Cross-departmental collaboration
  • Innovation and excellence culture

Key Requirements

  • Bachelor's degree in Computer Science, Technology, Information Systems, Business, or related field
  • 8-10+ years of progressive experience
  • 3+ years in a managerial or leadership role
  • Experience supporting enterprise software in public safety
  • Experience with organizational transformation
  • Experience with comprehensive metrics

Work Rights

Must pass fingerprint-based background check for CJIS compliance

Tailored Resume

Cover Letter