Customer Operations Manager

Who We Are EarthCam is a global leader in webcam technology that gives construction teams real‑time visibility into their jobsites—anytime, anywhere. Our solutions support project monitoring, documentation, promotion, and jobsite security across construction projects worldwide. Our platform delivers live video, time‑lapse recordings, progress tracking, and site security, powered by smart AI tools that turn visual data into useful insights for better decision‑making. Since creating the first construction webcam in 1996, EarthCam has been trusted on major projects like One World Trade Center, SoFi Stadium, and the Panama Canal Expansion, and integrates with tools such as Procore, Autodesk, and Bentley. We’re a collaborative, hands‑on team that builds our technology in‑house and works closely across departments to solve real problems for real users. Job Description EarthCam is seeking a highly collaborative and hands‑on Customer Operations Manager to lead and develop our Tier 1 and Tier 2 Security Product Support teams. This leader works alongside the team daily—coaching, troubleshooting, reviewing cases, and elevating technical expertise. The role blends people leadership, hands‑on support involvement, operational oversight, and product ownership. You will serve as the bridge between Support, Engineering, Product, and Field Services, ensuring that customer insights directly influence product improvements and system reliability. This is an ideal opportunity for someone who leads by example, enjoys rolling up their sleeves, and wants to play a meaningful role in both team development and product evolution. Responsibilities Lead, mentor, and actively coach Tier 1 and Tier 2 Support Specialists through real‑time case reviews and hands‑on troubleshooting Participate directly in complex or escalated technical issues involving hardware, software, networking, and security monitoring systems Develop structured onboarding programs and ongoing technical training initiatives Identify skill gaps and build development plans to continuously elevate team capability Monitor support performance metrics including response times, resolution times, escalation rates, and customer satisfaction Ensure SLA adherence and maintain high standards of case documentation and root cause analysis Improve troubleshooting workflows, internal documentation, and knowledge base resources Analyze recurring support trends and translate insights into product, process, or system improvements Partner closely with Engineering and Product teams to prioritize fixes, enhancements, and usability improvements Act as the voice of the customer in cross‑functional discussions Optimize escalation processes between Tier 1 and Tier 2 to improve efficiency and accountability Support Field Services and Sales teams with technical insight when necessary Who You Are A strong team builder who leads through collaboration and example Highly hands‑on and comfortable working directly in daily support operations Passionate about coaching and developing technical talent Experienced in security systems, IP cameras, video monitoring, and networking fundamentals Calm and solution‑oriented in high‑pressure customer situations Analytical and proactive in identifying patterns and improvement opportunities Strong communicator who can translate technical challenges into clear business impact Qualifications Bachelor’s degree in Computer Science, Engineering, Information Systems, or related field preferred 5+ years of experience in technical support, security systems, or related technology 2+ years of leadership, mentorship, or team management experience Experience working within Tier 1 and Tier 2 support environments Strong knowledge of hardware troubleshooting, networking concepts, and SaaS platforms Experience collaborating with Engineering or Product teams is strongly preferred What We Offer At EarthCam, we believe great work starts with feeling supported, valued, and inspired. We offer a competitive compensation package and a people‑first environment where innovation, growth, and collaboration thrive. Base salary starting at 90K yearly 100% company‑paid health insurance (single coverage) Dental and Vision insurance 401(k) plan with generous company matching Paid time off plus paid holidays Complimentary breakfasts, lunches, and snacks Team events, BBQs, and our annual company Olympics Recruitment Fraud Disclaimer EarthCam is committed to maintaining a transparent and secure recruitment process. EarthCam communicates with candidates exclusively using EarthCam email addresses and extends job offers solely by telephone. For more information about the EarthCam recruitment process and avoiding fraudulent job offers, please click here. #J-18808-Ljbffr