Manager, Customer Support

Manager, Customer Support

Are you looking for an opportunity to make a difference? At Mesa Labs we're passionate about protecting the vulnerable by enabling scientific breakthroughs, ensuring product integrity, increasing patient and worker safety, and improving quality of life around the world.

At Mesa Labs we offer competitive wages, including potential bonus opportunities, equity awards, commission, and a comprehensive benefits package based on the position. Base Compensation Range: $101,500 - $127,000 *In addition, you qualify for:

• Annual bonus opportunity of 15% based on company performance
• Annual equity award of $14,000

Outstanding Benefits and Perks We are proud to offer a variety of benefits that meet the diverse needs of our employees:

• Eligible for benefits the first day of the month after you start
• Tiered Medical, Dental and Vision Insurance options, Health savings (HSA), healthcare & dependent care flexible spending (FSA) accounts
• Company paid short term and long-term disability (unless covered by a state disability plan)
• Company paid life insurance and AD&D
• Flexible Time Off Policy
• Paid sick leave of 48 hours per calendar year
• Eligible employees may receive four (4) weeks paid Care Giver leave after 1 year of service or in accordance with state leave laws
• 401(k) plan that provides a 4% Safe Harbor company match on a 4% employee contribution that begins on Day 1
• Employee Wellness and Financial Assistance Resources through Cigna and NY Life
• Nine (9) paid company holidays per year

Our Calibration Solutions portfolio uses the principles of advanced metrology to enable customers to measure and calibrate critical parameters in applications such as Environmental and Process Monitoring, Dialysis, Gas Flow, Air Quality, and Torque Testing.

Job Summary The Manager, Customer Support is responsible for managing the end-to-end response system for customer complaints and escalated inquiries. This role ensures customer issues are routed, handled, and resolved at the appropriate organizational level and within established timelines.

As the senior owner of the complaint and escalation process, this position provides leadership, governance, and oversight to ensure consistent, timely, and professional resolution of customer concerns. The role partners closely with Sales, Quality, Operations, and Product teams to drive issue resolution, reduce recurrence, and continuously improve the customer experience.

Duties/Responsibilities Complaint & Escalation Management

• Own and manage the customer complaint and escalation response system, ensuring all issues are logged, tracked, escalated, and resolved according to defined procedures.
• Ensure complaints and escalated inquiries are handled at the appropriate level of authority, with timely handoffs and clear accountability throughout the resolution process.
• Serve as the senior escalation point for complex or high-impact customer issues requiring cross-functional coordination.
• Establish and enforce service-level expectations (SLAs) for response times, resolution timelines, and communication standards.

Process Oversight & Governance

• Define, implement, and continuously improve standardized processes for complaint intake, escalation, investigation, resolution, and closure.
• Monitor adherence to complaint-handling procedures and ensure consistency across teams and regions.
• Ensure proper documentation, communication, and closure of all complaints and escalations.
• Partner with Quality and Compliance teams to ensure complaint handling meets internal policies and applicable regulatory requirements, where relevant.

Team Leadership & Development

• Lead, coach, and develop a team responsible for managing customer complaints and escalated inquiries.
• Set clear performance expectations related to responsiveness, resolution quality, and customer communication.
• Conduct regular performance reviews, provide coaching, and support professional development of team members.
• Foster a culture of accountability, professionalism, and customer advocacy within the support organization.

Customer Experience & Continuous Improvement

• Analyze complaint and escalation data to identify trends, root causes, and opportunities for systemic improvement.
• Drive corrective and preventive actions in partnership with Sales, Product, Operations, and Quality teams.
• Provide feedback and insights to leadership to support improvements in products, services, and customer-facing processes.
• Promote a proactive, customer-focused approach to issue prevention and resolution.

Reporting & Metrics

• Develop and monitor key performance indicators (KPIs) related to complaint volume, escalation rates, response times, resolution effectiveness, and customer satisfaction.
• Prepare and present regular reports to senior leadership on complaint trends, risks, and improvement initiatives.
• Use data-driven insights to optimize the escalation framework and improve overall customer support effectiveness.

Cross-Functional Collaboration

• Partner closely with Sales leadership to ensure customer issues are addressed in a way that preserves trust and long-term relationships.
• Collaborate with Operations, Product, Quality, and Engineering teams to resolve complex issues and prevent recurrence.
• Act as a customer advocate within the organization, ensuring customer concerns are appropriately prioritized and addressed.

Experience/Education Bachelor's degree in Business, Communications, or a related field required. Minimum 58 years of experience in customer support, customer service, complaint management, or a related customer-facing function. 23 years of experience in a management or senior leadership role, overseeing escalation or response processes.

Knowledge and Skillsets Required Strong leadership and people-management skills with the ability to guide teams through complex, high-impact customer issues. Demonstrated expertise in complaint management, escalation frameworks, and service-level governance. Excellent communication and conflict-resolution skills, including experience handling sensitive or escalated customer situations. Analytical mindset with the ability to interpret trends, identify root causes, and drive continuous improvement. Ability to collaborate cross-functionally and influence outcomes without direct authority. Customer-centric approach with a strong focus on accountability, responsiveness, and resolution quality.

Mesa Labs is an Equal Employment Opportunity Employer. Mesa Labs prohibits unlawful discrimination and harassment against applicants or employees based on age, race, sex, color, religion, creed, national origin or ancestry, disability, military status, sexual orientation, or any other status protected by applicable state or local law. Please note that Mesa Labs conducts criminal background checks upon offer acceptance.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.