Customer Care Specialist / Customer Support Manager

About Quilt Software

Ever wondered how your favourite local shops compete with the big guys? That’s where we come in. We’re Quilt Software, providing Main Street's unsung heroes – from quirky cheese shops to family-run jewellery stores – with the tools they need to compete. Last year, we helped 14,000+ shops make over $2 billion in sales with our family of industry-specific software solutions.

If you get a kick out of supporting local businesses, love great software, and want to be part of a company that’s powering Main Street, we’d love to chat. Come join us in our quest to keep local retail not just alive, but thriving!

About The Role

The Technical Support Manager provides strong leadership and operational management for the day-to-day performance of technical support across Quilt's brand portfolio. This role directly manages Team Supervisors while ensuring effective leadership of phone queue operations, workforce allocation, agent performance, escalation management, and service quality across Tiers 1–3 to consistently meet service level objectives and deliver an exceptional customer experience. Because the role spans a diverse portfolio of specialised, verticalized brands rather than a single high-volume product line, the role requires monitoring customer sentiment, resolution quality, and churn trends at the individual brand level—not just in aggregate—recognising that fleet-wide metrics can conceal issues affecting a single brand. The Technical Support Manager translates Director-level strategy into daily execution, proactively identifies operational risks and improvement opportunities and also partners with other departments. Through strong coaching, data-driven decision-making, and disciplined queue management, this leader drives operational excellence, accountability, and continuous improvement across the support organisation.

Key Responsibilities

• Foster a high-performing, customer-first culture by leading with integrity, transparency, and accountability. Build an environment where team members feel valued, supported, and empowered to collaborate, continuously improve, and deliver exceptional service while embracing the company's core values.
• Provide strategic leadership and day-to-day management of the technical support phone queue by monitoring real-time service levels, directing staffing resources, balancing workloads, and coaching supervisors to ensure timely response, minimal wait times, high service quality, and achievement of established service level objectives (SLAs).
• Manage Team Supervisor(s) directly; oversee agent performance, coaching quality, and QA scoring consistency across Tiers 1–3.
• Own staffing and escalation routing across a multi-brand queue, ensuring specialist knowledge isn't lost when volume shifts between brands
• Track and report sentiment, resolution rate, and churn-flag rate by individual brand, since brand-level variance (e.g., a high-sentiment brand vs. a low-sentiment brand) can offset in a blended number
• Coordinate with Payment Support on P5/hardware cases now that Payment Support handles most P5 troubleshooting — ensure XBU-specific context (brand, cradle status, device history) isn't lost across that handoff
• Own case-by-case decisions on hardware provisioning norms for support (e.g., cradle inclusion), balancing unit margin against the demonstrated support-volume and sentiment impact of not including one
• Serve as the escalation decision point between tiers, and between support and engineering/product, for recurring cross-brand patterns.
• Monitor onboarding-to-support handoff for each brand — flag brands where onboarding churn risk or unresolved issues are translating into elevated post-go-live support volume
• Maintain call-driver taxonomy and QA standards that hold up across a diverse brand set, so cross-brand comparisons stay meaningful
• Identify and escalate data-capture gaps that limit diagnosis for XBU-specific issues (e.g., device/version data joins, cradle detection)
• Own interim-communication standards for known unresolved issues across brands, ensuring consistency even though each brand may have a different support cadence or customer profile
• Represent support in cross-functional syncs with Payment Support, engineering, product, and hardware vendors on issues affecting multiple brands

Qualifications

• 3–5+ years in technical support, with 1–2+ years in a people-management role (supervisor or manager level)
• Experience supporting a multi-brand or multi-product portfolio, ideally in POS, retail SaaS, or hardware-adjacent environments
• Comfortable reading and acting on brand-segmented operational data (sentiment, resolution, churn) without needing a BI team to slice it
• Strong judgment on when an issue is brand-specific vs. a cross-brand pattern worth escalating
• Experience coordinating with adjacent support teams (e.g., a shared Payment Support function) where case ownership crosses team lines
• Clear, calm communicator across frontline agents, cross-functional partners, and department leadership

What We Offer

• Comprehensive benefits package including medical, dental, and vision coverage.
• 401 (k) Opportunity with Company Match
• Opportunities for career growth and advancement within a rapidly growing company.
• Fun and collaborative work environment with a focus on teamwork and innovation.

Location: Onsite, Provo, UT

Salary: $65-85k, depending on experience

Please send your CV to ***email_hidden***

Applicants must be authorised to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Notice - Employment Scams

Communication from our team regarding job opportunities will only be made by a Quilt Software employee with an @quiltsoftware.com email address. We do not conduct interviews over email or chat platforms, and we will never ask you to provide personal or financial information such as your mailing address, Social Security number, credit card numbers, or banking information. If you believe a scammer is contacting you, please mark the communication as "phishing" or “spam” and do not respond.