Manager, Customer Support

The Company

Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes.

Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you.

The Role

The Manager, Customer Support leads a diverse team of support specialists providing technical support, user enablement, and hybrid services across Tier 1 and Tier 2. They drive daily operational excellence, ensure SLA compliance, manage customer adoption metrics, and develop team capabilities across all support disciplines while maintaining hands-on involvement in critical escalations. This role focuses on balancing technical incident response with proactive customer support initiatives for public safety software solutions.

What You'll Do

Lead and develop a team of 5-15 support specialists with varied expertise (technical, user enablement, and hybrid)
Drive team performance across diverse metrics including SLA targets, adoption rates, and customer satisfaction scores
Manage daily operations including ticket queues, training schedules, workload distribution, and resource allocation
Conduct regular one-on-ones, performance reviews, and career development planning for all team members
Handle critical escalations requiring both technical expertise and customer engagement skills
Collaborate closely with other technical teams on escalations and customer communications
Monitor and analyze comprehensive team metrics spanning operational efficiency and customer success
Identify training needs and develop competency programs across technical and user enablement skills
Implement process improvements balancing reactive support with proactive customer enablement
Manage on-call schedules while coordinating scheduled customer training and engagement activities
Partner with other support managers to ensure consistent service delivery across all products
Develop documentation including technical procedures, knowledge base articles, and training materials
Build relationships with diverse customer stakeholders
Conduct root cause analysis and drive permanent solutions for both technical and adoption challenges
Foster a culture of versatility, continuous learning, and customer-first mindset
Participate in product roadmap discussions representing comprehensive support insights
Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

Required Qualifications

Bachelor's degree in Computer Science, Technology, Information Systems, Business or related field

6-8+ years of progressive experience in customer support with at least 2+ years in a managerial or leadership role or applicable combination of experience.

Experience with public safety or mission-critical software systems strongly preferred

Proven track record of managing diverse support teams in a software environment

Strong technical foundation combined with customer engagement and training expertise

Experience managing both SLAs/operational metrics and customer adoption KPIs

Demonstrated success in developing versatile team members with cross-functional skills

Excellent communication, leadership, and interpersonal skills with an ability to connect with and influence technical, business, and executive audiences

Proficiency with support ticketing systems, reporting tools, and customer success platforms

Experience managing 24x7 support operations

Ability to context-switch between different support disciplines and priorities

Strong analytical, problem-solving, and relationship management skills

Asset Qualifications

ITIL certification or service management framework experience

Customer Success Manager certification (CCSM, CCSMP)

Experience with support automation, AI technologies, and digital transformation

Knowledge of public safety standards and compliance requirements

Previous experience in government or regulated industries

Project management or change management certification

SQL knowledge and understanding of system integration concepts

Note: Due to the nature of our work with public safety agencies, this position requires compliance with the FBI's Criminal Justice Information Services (CJIS) Security Policy. Candidates must successfully pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information on CJIS security requirements, please visit the FBI's CJIS Security Policy Resource Center.

Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses.

Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers.

Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact info@versaterm.com.