Manager of Customer Support

Who are you?

As Manager of Customer Support at Workiz, you will manage a growing, multi-region support team, partnering closely with Leadership to execute our support strategy day-to-day. You'll directly manage three US-based Technical Leads and two Mexico-based Supervisors who lead a 30-person nearshore support team. This is a hands-on, high-visibility role for someone who's comfortable operating with limited resources, thrives on solving problems in real time, and wants to build the operational muscle of a scaling support org from the inside.

This role is not a fit for someone looking to operate purely at a strategic level: you'll be in the details: reviewing tickets, jumping into escalations, coaching your Pod Leads and Supervisors directly, and adapting quickly as priorities shift. We're a startup, and we need someone who does more with less, takes initiative without being asked, and brings the same energy to a messy Tuesday as they do to a big quarterly review. You will be accountable for service quality, team performance, and overall customer experience. This is a high-impact, operational leadership role for someone who thrives on building systems, developing people, and driving measurable outcomes in a fast-paced SaaS environment.

Reports to: Director of Customer Success Team: 3 US Technical Leads + 2 Support Supervisors (Mexico), overseeing a 30-person off-shore support team.

Responsibilities 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Team Leadership & Organizational Management

• Lead and develop the global support team, including US-based technical engineers and the nearshore Mexico-based support operations team.
• Support hiring, onboarding, and performance management for your direct reports, partnering with the Director of CX on bigger structural decisions.
• Surface systemic problems, technical bottlenecks, and resourcing gaps to the Leadership with clear context and recommendations.

Performance & Quality

• Own day-to-day tracking of team KPIs (CSAT, First Response Time, Time to Resolution, ticket deflection, escalation ratios), and use the data to drive real-time coaching and prioritization.
• Run ticket reviews, call monitoring, and calibration sessions across the US and Mexico teams to keep quality consistent.
• Identify performance gaps and build the training, playbooks, or process fixes to close them; often executing these yourself rather than delegating further.

Workforce Planning and Scheduling

• Manage staffing, scheduling, and capacity planning across all tiers to align coverage with support volume.
• Monitor queue health and work with Supervisors to manage real-time triage and ticket prioritization.
• Partner with HR to hire, onboard, and retain top Support talent.

Process & Systems

• Standardize processes, escalation paths, and documentation across all support tiers.
• Support the operational efficiency of pod workflows (telephony, API support, data migrations, billing platforms) and flag toolstack gaps to Leadership.
• Actively bring in and adopt AI tools and automation where they can meaningfully reduce manual work for your team; you don't wait to be told to modernize a workflow.

Cross-Functional Collaboration

• Act as a day-to-day point of contact between Support and Product, Engineering, and Customer Success on recurring issues, bugs, and feature gaps, bringing structured data, not just anecdotes.
• Collaborate with Customer Success to keep the handoff from onboarding into ongoing support smooth.

Reporting & Strategy

• Deliver regular reporting on team performance, ticket trends, and customer satisfaction to senior leadership.
• Develop and execute a roadmap for support operations that scales with Workiz's growth.
• Proactively identify risks and opportunities in the support function and present recommendations.

What we're looking for

• 3-5+ years of experience in customer support, with at least 1-2 years directly managing supervisors or team leads (not just individual agents).
• Experience managing or working closely with an offshore/nearshore team; Spanish language ability is a strong plus given our Mexico-based team.
• Comfort managing a mix of technical and operational team members.
• A genuine track record of using data to drive day-to-day decisions: not just building dashboards, but acting on what they show.
• Strong working knowledge of support metrics and how to use data to drive operational improvements.
• Hands-on experience adopting AI tools or automation to make a support team more efficient. Bonus points if you've actually built or configured something yourself (a bot, a workflow, an automation), not just used an out-of-the-box tool.
• Strong written and verbal communication skills across technical and non-technical audiences.
• A demonstrated ability to operate with ambiguity and limited resources: you've built something from a gap before, not just maintained something that already existed.
• Experience with support/CRM platforms (Zendesk, Salesforce, or similar).
• Proven ability to develop and coach team leads and supervisors.
• Demonstrated experience managing complex technical support areas such as API integrations, data migrations, or billing systems.
• Proven ability to manage global teams across disparate time zones (e.g., San Diego, Austin, Mexico).
• Broad competence and in-depth technical knowledge of application software troubleshooting, including the ability to perform database reconciliation and server-side troubleshooting, as well as proven experience successfully resolving complex customer issues in a dynamic startup environment.
• Bachelor's degree or equivalent experience.
• Ability to travel to Tijuana, Mexico roughly once a month.

Preferred, not required:

• Experience in SaaS or field service management.
• Experience with API integrations, data migrations, or billing systems.
• Background in a startup or fast-scaling environment, especially one where you had to build process rather than inherit it.

As a trailblazing SaaS company in the field service industry, we're at the forefront of change, driving success in one of today's most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with tools to streamline scheduling, dispatching, invoicing, and customer communication – all in one place.

We’re looking for talented individuals who are excited to join our mission of making field service a breeze. Here is a glimpse into what it means to be a part of the Workiz team: 

Collaborative Environment: We nurture a culture of collaboration and support, where ideas are highly valued, and teamwork is fundamental.

Dynamic Growth: Join a company on the fast track, experiencing exhilarating growth, perpetually evolving, and driving change.

Impactful Contributions: Witness the direct impact of your efforts on the success of our customers and the advancement of field service business management. At the end of the day, it’s all about the people. Our customers are at the heart of everything we do.

We focus on empowering our team members, valuing each as a long-term investment. Emphasizing the importance of ongoing growth, we are dedicated to nurturing and training individuals, enabling them to exceed expectations in both skills and responsibilities. 

Why You’ll Love Being a Workizer:

• Fuel your passion (and have a blast doing it!): You won't just use a product you believe in, you'll work alongside a team that makes every day exciting!
• Collaborative Excellence: We foster a culture of teamwork where exceptional achievers and quick learners can thrive. Together, we deliver impactful results.
• Speak your mind! At Workiz, there are no bad ideas. We thrive on diversity of thought and love to see innovation take flight.
• Celebrate the culture: Our team is a vibrant mix of backgrounds and experiences. Embrace the richness and learn from each other.
• Work-life balance: Find your perfect rhythm with our hybrid model - 3 days on-site and 2 days remote working.
• We take our work seriously, but we know how to let loose and celebrate our wins!
• Fuel Your Flow: Stay energized with a fully stocked kitchen featuring premium coffee and a curated selection of snacks.

Compensation and Benefits

• Market-level compensation based on experience: $120,000 - $140,000 On-Target Earnings.
• Workiz provides a comprehensive benefits package, featuring employee stock options, up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage, and a 4% match on 401k contributions.

Paid Time Off: 16 days per year (that grows with tenure!)

Sick Leave: 5 days per year.

Inclusivity Statement

At Workiz, we believe that great ideas come from anywhere. We support a collaborative environment and value open participation from individuals with different ideas, experiences, and perspectives. We believe having a diverse team makes Workiz a more interesting and innovative place to work, and we strive to make Workiz a welcoming and inclusive place for all.