Manager, Customer Support

Manager, Customer Support

Location: Houston, Texas metro area candidates only (onsite 2-days a week hybrid work environment)

Immediate Supervisor: Chief Customer Officer

Travel: Up to 20% travel as necessary for customer escalations, team events, and industry conferences

Salary Range: $90,000 - $110,000 base salary range

About PCS

With almost 30 years of proven reliability, PCS Software, Inc., is the all-in-one Transportation Management System trusted by more than 1,000 carriers and brokers is a leading provider of transportation management solutions. PCS is dedicated to empowering carriers, brokers, and shippers to streamline operations, improve efficiency, and maximize profitability. With a suite of advanced software tools, PCS supports the entire freight lifecycle from planning and execution to compliance and analytics. With Cortex AI embedded, PCS TMS turns data into decisions helping customers work smarter, faster, and more profitably every day.

Job Description

As the Manager, Customer Support at PCS Software, you will lead and develop a world-class customer support organization that is passionately focused on delivering exceptional customer value. You will be responsible for building and scaling a proactive, technology-enabled support team that resolves customer issues with urgency, empathy, and expertise driving first-touch resolution, seamless cross-functional collaboration, and a consistently outstanding customer experience across every interaction.

This is a people-first leadership role. You will own the day-to-day performance of the Customer Support organization managing a team of 5 or more direct reports across all support tiers, driving continuous improvement in operations and processes, and serving as a critical bridge between customers, the Customer Success team, and PCS Product and Engineering. Your team is not simply a reactive help desk it is a strategic function within the broader Customer Experience (CXT) organization, actively contributing to customer retention, revenue protection, and growth.

Responsibilities

Team Leadership & Development

Lead, coach, and develop a high-performing Customer Support team of 5 or more team members across Specialist, Senior Specialist, and Team Lead levels.

Set clear performance expectations, conduct regular one-on-ones, deliver call coaching and calibration sessions, and perform annual performance reviews.

Foster a culture of accountability, continuous learning, customer obsession, and professional excellence aligned with PCS CXT values.

Own new hire onboarding and ongoing training and development for all Customer Support team members in partnership with the Manager, Customer Training.

Act as a delegate and decision-making authority for the Customer Success organization when needed, supporting cross-functional leadership continuity.

Customer Support Operations

Oversee all customer support operations across phone, email, chat, and ticketing channels ensuring timely, high-quality resolution of customer issues at every tier.

Champion first-touch resolution across the team, ensuring Tier 1 issues are resolved without unnecessary escalation and that escalation paths are seamless and client-transparent when escalation is required.

Manage and continuously improve support workflows, escalation protocols, and service level processes to deliver a consistent, world-class customer experience.

Handle escalated customer cases personally when required, including executive-level customer issues requiring senior leadership engagement.

Maintain deep familiarity with the PCS TMS platform and Cortex AI capabilities to support the team and engage directly with customers on complex issues.

Performance Management & Reporting

Monitor and analyze key support performance metrics including CSAT, first response time, resolution time, first contact resolution (FCR), call coaching scores, and calibration scores.

Deliver regular performance reports and portfolio health updates to the Chief Customer Officer and CXT leadership.

Identify performance trends, address gaps proactively, and implement targeted improvement initiatives to meet and exceed organizational KPIs.

Manage team capacity, ticket volume, and staffing alignment to maintain service level commitments across a 24/7/365 support environment.

AI, Technology & Knowledge Management

Champion the adoption of AI tools including Rovo, Claude, Microsoft Copilot, and other emerging platforms to enhance support delivery, increase team efficiency, and improve customer outcomes.

Partner with the Manager, Customer Training to ensure the knowledge base, self-service resources, and AI-assisted support workflows are current, accurate, and effective.

Collaborate with Product and Engineering teams to surface recurring customer issues, advocate for platform improvements, and close the feedback loop between support data and product development.

Drive continuous improvement in support tooling, including Salesforce, Zoom Contact Center, Confluence, and JIRA, ensuring the team has what it needs to perform at the highest level.

Cross-Functional Collaboration & Revenue Impact

Partner closely with Customer Success Managers across the Enterprise, Mid-Market, and SMB tiers to ensure a unified, seamless customer experience across the CXT organization.

Actively identify retention risks and revenue growth opportunities surfaced through support interactions, and communicate these to the appropriate CS or Account Management team members.

Collaborate with the Manager, Customer Training on internal team enablement, product update communications, and ongoing skill development for the Support organization.

Represent the Customer Support organization in cross-functional leadership meetings, QBRs, and strategic planning sessions as directed by the Chief Customer Officer.

Why Join PCS?

Competitive salary and benefits package.

Opportunity to make a significant impact on our customers' success.

Collaborative work environment with a focus on professional development.

Be part of a growing company at the forefront of TMS technology.

The PCS team is our most important competitive advantage. We are intentional about our culture, and we welcome everyone to come ready to participate in contributing to this unique environment. We believe that the best products, services, and companies are built by strong teams that include a diversity of backgrounds, perspectives, ideas, and experiences. We are committed to supporting and enabling growth and opportunities for every employee at every level.

PCS offers a comprehensive benefits package consisting of medical, dental, vision, with options to elect disability and life insurance plans, unlimited PTO, hybrid work environment, training, and development opportunities, and up to a 4% match on 401k contributions.

Work Authorization

No calls or agencies please. PCS Software, Inc. will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

This job description provides many examples of the types of responsibilities required but is not intended to be a comprehensive list. The incumbent will complete other job responsibilities as needed which are not specifically described in this document.

PCS Software, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, race, color, religion, national origin, age, marital status, political affiliation, sexual orientation, gender identity, genetic information, disability, or protected veteran status. We are committed to providing a workplace free of any discrimination or harassment.

We thank all respondents for their interest in PCS Software, Inc. However, only those selected for an interview will be contacted.

Third party agency submissions will not be accepted for this position.

Experience & Background

Minimum of 5+ years of experience in customer support, technical support, or customer success in a B2B SaaS environment. Minimum of 2+ years of people management experience leading a customer-facing support team. Proven track record of building or significantly improving a support organization's performance, processes, and culture. Experience in the transportation, logistics, or supply chain industry strongly preferred. Bachelor's degree in Business, Computer Science, STEM, or related field preferred. Candidates should have a home base in Houston, Texas, and the ability to work in a hybrid work environment (minimum of 2 days in the office weekly).

Skills & Competencies

Exceptional leadership and people development skills with the ability to coach, motivate, and hold a team accountable to high standards. Strong customer empathy and a genuine passion for delivering world-class support experiences. Excellent communication skills oral and written with the ability to engage confidently with customers, internal stakeholders, and executive leadership. Data-driven mindset with ability to analyze support metrics, identify trends, and implement evidence-based improvements. Strong conflict resolution and escalation management skills with the ability to remain calm, empathetic, and decisive under pressure. Strategic thinker who understands how support performance connects to retention, revenue, and customer lifetime value. Proactive, self-motivated, and persistent with a high 'Do/Say' ratio.

Technical Skills

Proficiency in Salesforce CRM for case management, reporting, and workflow management. Experience with Zoom Contact Center or similar call center platform for team management, quality monitoring, and performance reporting. Familiarity with Confluence and JIRA for knowledge management and ticket workflows. Hands-on experience with AI tools (Rovo, Claude, Microsoft Copilot, or similar) to enhance support operations and team productivity. Advanced knowledge of Microsoft Office Suite (Excel, PowerPoint, Word) for reporting and presentations. Familiarity with the PCS TMS platform or similar transportation management software (or demonstrated ability to learn quickly). Understanding of API integrations and data concepts relevant to supporting enterprise SaaS customers.

Essential Physical Requirements

This position requires the ability to sit for extended periods, use a computer and telephone, and occasionally lift to twenty-five pounds. This role involves travel up to 20% of the time, which may include walking through airports and navigating client sites. Visual acuity, manual dexterity, and effective verbal communication are essential. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

General Physical Activities Required

Sitting: Frequently required for computer work, virtual meetings, and travel. Standing and walking: Occasionally required during in-person meetings, office movement, or travel-related activities. Lifting and carrying: Occasionally required to handle materials or equipment (typically up to 25 lbs.). Reaching and handling: Occasionally required for office tasks such as filing, using office equipment, or setting up presentations.

Travel-Related Requirements

Mobility: Ability to travel independently by car, plane, or other means up to 20% of the time. Navigating unfamiliar environments: May include walking through airports, hotels, or client sites.

Office and Hybrid Work Conditions

Visual acuity: Required for reading documents, using a computer and virtual communication. Manual dexterity: Required for typing, using a mouse, and handling office tools. Speech and hearing: Required for phone and video communication with clients and team members.

Environmental Conditions

Indoor office environment: Most work occurs in climate-controlled settings. Remote work environment: Must be able to work effectively from a home office setup. Occasional exposure to different environments: During travel, you may encounter varied conditions (e.g., weather, noise levels).

Compensation details: 90000-110000 Yearly Salary

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