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
• Evaluate, implement, and optimize AI-driven support tools (such as chatbots, ticket triage, knowledge search, and predictive analytics) to improve response times, increase team efficiency, and enhance customer experience.
• 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: This position requires security clearances due to the nature of our work with public safety agencies. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance from the Government of Canada. Additionally, candidates must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy and 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, please visit Public Services and Procurement Canada for Reliability clearance details and the FBI's CJIS Security Policy Resource Center for CJIS requirements.

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. 

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
• Evaluate, implement, and optimize AI-driven support tools (such as chatbots, ticket triage, knowledge search, and predictive analytics) to improve response times, increase team efficiency, and enhance customer experience.
• 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 for CJIS requirements.

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. 

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
• Evaluate, implement, and optimize AI-driven support tools (such as chatbots, ticket triage, knowledge search, and predictive analytics) to improve response times, increase team efficiency, and enhance customer experience.
• 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 for CJIS requirements.

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. 

The Role

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.

What You'll Do

• Lead a complex integrated support function including directly managing 3-5 Customer Support Managers or Team Leads and overseeing a 20+ person support team
• Drive performance and growth across multiple teams with varied support disciplines and responsibilities
• Establish and monitor KPIs spanning technical SLAs, customer adoption metrics, and satisfaction scores
• Lead strategic initiatives to transform and integrate traditional support models into unified service delivery
• Develop comprehensive support strategies for new product launches, acquisitions, and major implementations
• Serve as executive escalation point for critical issues requiring multi-disciplinary resolution
• Partner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiatives
• Build and maintain relationships with key customer executives including chiefs, directors, and administrators
• Lead organizational change management for tool implementations, process improvements, and service model evolution
• Develop talent pipeline through succession planning, cross-training, and leadership development programs
• Create and manage departmental budget including headcount, tools, training resources, and customer programs
• Drive adoption of emerging technologies including AI, automation, and predictive analytics across all support types
• Establish quality assurance frameworks and best practices spanning technical and educational support
• Represent support organization in executive planning, product strategy, and customer advisory boards
• Lead crisis management for major incidents affecting multiple customers, products, or public safety operations
• Develop and negotiate SLA agreements and success plans for enterprise and strategic accounts
• Create organizational dashboards integrating operational metrics with customer success indicators
• Foster culture of innovation, versatility, and excellence across diverse support disciplines
• Mentor Support Managers and develop future leaders across technical and customer success paths
• Drive cross-department collaboration to deliver exceptional end-to-end customer experiences
• Establish standardization and efficiency while maintaining flexibility for varied customer needs
• Lead vendor relationships for support tools, training providers, and third-party integrations
• Champion industry thought leadership in integrated support models for public safety software
• 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
• 8-10+ years of progressive experience across technical support and/or customer success with at least 3+ years in a managerial or leadership role or applicable combination of experience.
• 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
• Demonstrated success in organizational transformation and integration of support functions
• Strong business acumen with ability to align support strategy with revenue and growth
• Excellent executive communication, presentation, and relationship management skills
• Proven ability to influence across organizational boundaries and drive change without direct authority
• Experience with comprehensive metrics spanning operational efficiency and customer support
• Track record of managing high-performing, scalable, and versatile support organizations

Asset Qualifications:

• Multiple advanced certifications (ITIL Expert, CCXP, Six Sigma Black Belt)
• Experience with public safety standards (NENA, APCO, CJIS)
• Knowledge of AI and machine learning applications across support domains
• Executive leadership training or MBA
• Experience building shared services or centers of excellence

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. 

The Role

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.

What You'll Do

• Lead a complex integrated support function including directly managing 3-5 Customer Support Managers or Team Leads and overseeing a 20+ person support team
• Drive performance and growth across multiple teams with varied support disciplines and responsibilities
• Establish and monitor KPIs spanning technical SLAs, customer adoption metrics, and satisfaction scores
• Lead strategic initiatives to transform and integrate traditional support models into unified service delivery
• Develop comprehensive support strategies for new product launches, acquisitions, and major implementations
• Serve as executive escalation point for critical issues requiring multi-disciplinary resolution
• Partner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiatives
• Build and maintain relationships with key customer executives including chiefs, directors, and administrators
• Lead organizational change management for tool implementations, process improvements, and service model evolution
• Develop talent pipeline through succession planning, cross-training, and leadership development programs
• Create and manage departmental budget including headcount, tools, training resources, and customer programs
• Drive adoption of emerging technologies including AI, automation, and predictive analytics across all support types
• Establish quality assurance frameworks and best practices spanning technical and educational support
• Represent support organization in executive planning, product strategy, and customer advisory boards
• Lead crisis management for major incidents affecting multiple customers, products, or public safety operations
• Develop and negotiate SLA agreements and success plans for enterprise and strategic accounts
• Create organizational dashboards integrating operational metrics with customer success indicators
• Foster culture of innovation, versatility, and excellence across diverse support disciplines
• Mentor Support Managers and develop future leaders across technical and customer success paths
• Drive cross-department collaboration to deliver exceptional end-to-end customer experiences
• Establish standardization and efficiency while maintaining flexibility for varied customer needs
• Lead vendor relationships for support tools, training providers, and third-party integrations
• Champion industry thought leadership in integrated support models for public safety software
• 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
• 8-10+ years of progressive experience across technical support and/or customer success with at least 3+ years in a managerial or leadership role or applicable combination of experience.
• 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
• Demonstrated success in organizational transformation and integration of support functions
• Strong business acumen with ability to align support strategy with revenue and growth
• Excellent executive communication, presentation, and relationship management skills
• Proven ability to influence across organizational boundaries and drive change without direct authority
• Experience with comprehensive metrics spanning operational efficiency and customer support
• Track record of managing high-performing, scalable, and versatile support organizations

Asset Qualifications:

• Multiple advanced certifications (ITIL Expert, CCXP, Six Sigma Black Belt)
• Experience with public safety standards (NENA, APCO, CJIS)
• Knowledge of AI and machine learning applications across support domains
• Executive leadership training or MBA
• Experience building shared services or centers of excellence

Note: This position requires security clearances due to the nature of our work with public safety agencies. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance from the Government of Canada. Additionally, candidates must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy and 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, please visit Public Services and Procurement Canada for Reliability clearance details and the FBI's CJIS Security Policy Resource Center for CJIS requirements.

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. 

The Role

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.

What You'll Do

• Lead a complex integrated support function including directly managing 3-5 Customer Support Managers or Team Leads and overseeing a 20+ person support team
• Drive performance and growth across multiple teams with varied support disciplines and responsibilities
• Establish and monitor KPIs spanning technical SLAs, customer adoption metrics, and satisfaction scores
• Lead strategic initiatives to transform and integrate traditional support models into unified service delivery
• Develop comprehensive support strategies for new product launches, acquisitions, and major implementations
• Serve as executive escalation point for critical issues requiring multi-disciplinary resolution
• Partner with Engineering, Product, Sales, and Customer Success leadership on enterprise initiatives
• Build and maintain relationships with key customer executives including chiefs, directors, and administrators
• Lead organizational change management for tool implementations, process improvements, and service model evolution
• Develop talent pipeline through succession planning, cross-training, and leadership development programs
• Create and manage departmental budget including headcount, tools, training resources, and customer programs
• Drive adoption of emerging technologies including AI, automation, and predictive analytics across all support types
• Establish quality assurance frameworks and best practices spanning technical and educational support
•  Represent support organization in executive planning, product strategy, and customer advisory boards
• Lead crisis management for major incidents affecting multiple customers, products, or public safety operations
• Develop and negotiate SLA agreements and success plans for enterprise and strategic accounts
• Create organizational dashboards integrating operational metrics with customer success indicators
• Foster culture of innovation, versatility, and excellence across diverse support disciplines
• Mentor Support Managers and develop future leaders across technical and customer success paths
• Drive cross-department collaboration to deliver exceptional end-to-end customer experiences
• Establish standardization and efficiency while maintaining flexibility for varied customer needs
• Lead vendor relationships for support tools, training providers, and third-party integrations
• Champion industry thought leadership in integrated support models for public safety software
• Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities

What You'll Bring

Required Qualifications:

Asset Qualifications:

• Multiple advanced certifications (ITIL Expert, CCXP, Six Sigma Black Belt)
• Experience with public safety standards (NENA, APCO, CJIS)
• Knowledge of AI and machine learning applications across support domains
• Executive leadership training or MBA
• Experience building shared services or centers of excellence

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.