Customer Support Manager

About Creative RealitiesCreative Realities, Inc. (NASDAQ: CREX) is a full-service, digital signage solutions company with a passion and purpose of connecting brands and people in spaces and places they love. We design, develop, deploy, and maintain digital experiences that are contextually relevant, omni-channel, and specific to the physical environment. Our approach is consultative, tech-agnostic, and solution centric. Our capabilities are end-to-end with the ability to deploy at scale - whether its thousands of locations or a single flagship experience. We specialize in key verticals including Automotive, C-Store, QSR, Heath Care, Retail, and Sports & Entertainment with extensive experience in how digital transforms these environments. Our purpose-built CMS software and ad-revenue / monetization platforms are considered best in class and serve as the backbone for successful installations and ongoing support. Visit for our full story.About the PositionThe CRI Support Manager is responsible for leading the day-to-day operations of Creative Realities’ (CRI) Support organization, overseeing Tier 1 and Tier 2 support teams in a 24/7 environment. This role ensures consistent delivery of high-quality support services, adherence to SLAs, and continuous improvement of support processes.Reporting to the Director of Support, the Support Manager will drive team performance, accountability, and operational excellence while maintaining a strong focus on customer experience.Key ResponsibilitiesTeam Leadership & ManagementLead, coach, and develop Tier 1 and Tier 2 support staff across a 24/7 support modelConduct hiring, onboarding, performance reviews, and disciplinary actionsEstablish clear expectations, accountability, and performance standardsManage scheduling and coverage to ensure continuous support operationsFoster a high-performance, customer-focused team cultureOperational ManagementOversee daily support operations, ensuring timely response and resolution of ticketsMonitor and manage ticket queues, escalations, and backlogEnforce SLA compliance and ensure service delivery meets defined targetsAct as an escalation point for complex or high-impact issuesCoordinate with internal teams (Engineering, Field Operations, Project Teams) for issue resolutionPerformance & ReportingTrack and report on key performance metrics, including:SLA complianceFirst response timeResolution timeTicket volume and backlogCustomer satisfaction (CSAT), if applicableProvide regular reporting to the Director of Support and executive stakeholdersIdentify trends and implement improvements based on dataProcess ImprovementDevelop, implement, and continuously improve support processes and workflowsStandardize ticket handling, escalation procedures, and documentation practicesDrive efficiency and consistency across the support organizationIdentify opportunities for automation and tooling improvementsTechnology & SystemsUtilize and manage support tools such as ServiceNow or similar ticketing systemsSupport environments involving remote device management platforms (e.g., digital signage players, network-connected devices)Ensure accurate documentation of issues, resolutions, and knowledge base articlesEducation and Experience1–3 years of experience managing a call center or technical support teamExperience operating in a 24/7 support environmentProven leadership experience including hiring, coaching, and performance managementStrong understanding of support metrics, SLAs, and queue managementExperience with ticketing systems such as ServiceNow or similar platformsExcellent communication, organizational, and problem-solving skillsPreferred Qualifications Experience supporting remote devices, networks, or IoT/digital signage environmentsFamiliarity with remote device management platforms (e.g., RMM tools)Experience working in a fast-paced, multi-client or managed services environmentBackground in IT, networking, or technical troubleshootingKey Competencies/BehaviorsLeadership & accountabilityOperational executionData-driven decision makingProcess improvement mindsetCustomer focusStrong escalation managementWork Environment24/7 support environment with on-call or after-hours leadership responsibility as neededCollaboration with cross-functional teams across the organizationCore Values The ideal candidate represents these six core values:Passionate: We are a group of passionate people. This is the best way to describe TEAM CRI. We work hard and have fun along the way!Respectful: We value diversity, merit and unique contributions. We foster a trusting, open and inclusive environment. We treat our clients, partners and our team in a manner that reflects these values.Do the Right Thing: We do what we say we will do. Our actions shall always be fully transparent and genuine. Our dealings with clients, co-workers and partners must always be conducted with honesty.Helps First: We are stronger when we work together. We help first—whether it’s with our clients or our internal teams.Nimble Minded: When conventional thinking and processes fail, we want to be the first to provide fresh ideas and solutions. We break through adversity and respond quickly.Expects Excellence: We will measure performance and are accountable for results. We are committed to getting it right. BenefitsCompany paid individual portion of Medical, Dental, Life, Long and Short-Term Disability insurances; access to participate in company Vision insurance and other voluntary benefit programs; eligibility for a high-deductible health plan (HDHP) with HSA option, including HSA company contribution, FSA, DCFSA; 401(k) program, including company paid match of up to 3% of annual salary; paid time off and holiday pay. May be subject to change based on open enrollment periods or at the Company’s discretion.