Manager of Customer Support

About the role

Workiz is hiring a Manager of Customer Support in San Diego, CA to lead the complete support organization across Tier 1, Tier 2, and Tier 3. In this leadership position, you will guide a Team Lead and multiple tier-based supervisors, taking ownership of service standards, team output, and the end-to-end customer experience. The role is well-suited for someone who enjoys creating scalable systems, coaching people, and improving outcomes in a fast-moving SaaS environment.

Responsibilities

• Direct and mentor a Team Lead plus several Supervisors across first-, second-, and third-line support.
• Set clear ownership, expectations, and growth paths for each support layer.
• Run recurring one-on-ones, team syncs, and performance discussions while delivering steady coaching and feedback.
• Foster a team environment centered on accountability, teamwork, and customer focus.
• Track and manage support KPIs such as CSAT, first response time, time to resolution, ticket deflection, and escalation rate.
• Establish quality controls through ticket audits, call reviews, and calibration meetings.
• Spot performance issues and introduce training, documentation, or workflow changes to address them.
• Oversee staffing, schedules, and capacity planning so coverage matches support demand.
• Watch queue conditions and coordinate with supervisors on live triage and prioritization.
• Work with HR and recruiting to attract, onboard, and keep strong support talent.
• Bring consistency to processes, escalation routes, and documentation across all support tiers.
• Own and improve the support technology stack, including ticketing tools, knowledge bases, and HubSpot.
• Create and maintain SOPs, internal knowledge resources, and training assets.
• Act as the key connection between Support and Product, Engineering, Customer Success, and Sales.
• Escalate repeated customer issues, product gaps, and bugs to Product with clear evidence and context.
• Partner with Customer Success leaders to deliver a smooth experience from onboarding through ongoing support.
• Provide senior leadership with regular updates on team performance, ticket patterns, and customer satisfaction.
• Build and carry out a support operations roadmap that can grow with the business.
• Identify risks and opportunities in the support function and share practical recommendations.

Requirements

• At least 5 years in customer support or customer success, including 2+ years managing managers, supervisors, or team leads.
• Hands-on experience leading a multi-tier support structure such as Tier 1, Tier 2, and Tier 3.
• Strong understanding of support metrics and the ability to use data for operational improvement.
• Proven capability in coaching and developing team leads and supervisors.
• Clear written and spoken communication skills with the ability to work across technical and non-technical audiences.
• Strong organization, project management, and time management abilities.
• Solid technical troubleshooting background, especially with application software, and experience resolving complex issues in a fast-paced startup setting.
• Bachelor’s degree or equivalent practical experience.
• Experience in SaaS or field service management is preferred.
• Familiarity with support, CRM, and customer success platforms is preferred.
• Experience launching or scaling a support organization from scratch is preferred.
• Background in creating or revamping support documentation, SOPs, or knowledge bases is preferred.
• Experience in the field service management or trades sector is an added advantage.

Additional information

This is a high-impact operational leadership role designed for someone who can build scalable support systems, develop people, and drive measurable results. Reasonable accommodations may be provided to support individuals with disabilities in performing the essential functions of the job.

Work location

This role is based onsite in San Diego, CA.