Manager of Customer Support

Proud to be named the #6 Best Place to Work in San Diego by the San Diego Business Journal !

Who are you?

As Manager of Customer Support at Workiz, you will manage a growing, multi-region support team, partnering closely with Leadership to execute our support strategy day-to-day. You'll directly manage three US-based Technical Leads and two Mexico-based Supervisors who lead a 30-person nearshore support team. This is a hands-on, high-visibility role for someone who's comfortable operating with limited resources, thrives on solving problems in real time, and wants to build the operational muscle of a scaling support org from the inside.

This role is not a fit for someone looking to operate purely at a strategic level: you'll be in the details: reviewing tickets, jumping into escalations, coaching your Pod Leads and Supervisors directly, and adapting quickly as priorities shift. We're a startup, and we need someone who does more with less, takes initiative without being asked, and brings the same energy to a messy Tuesday as they do to a big quarterly review. You will be accountable for service quality, team performance, and overall customer experience. This is a high-impact, operational leadership role for someone who thrives on building systems, developing people, and driving measurable outcomes in a fast-paced SaaS environment.

Reports to: Director of Customer Success Team: 3 US Technical Leads + 2 Support Supervisors (Mexico), overseeing a 30-person off-shore support team.

Responsibilities 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Team Leadership & Organizational Management

• Lead and develop the global support team, including US-based technical engineers and the nearshore Mexico-based support operations team.
• Support hiring, onboarding, and performance management for your direct reports, partnering with the Director of CX on bigger structural decisions.
• Surface systemic problems, technical bottlenecks, and resourcing gaps to the Leadership with clear context and recommendations.

Performance & Quality

• Own day-to-day tracking of team KPIs (CSAT, First Response Time, Time to Resolution, ticket deflection, escalation ratios), and use the data to drive real-time coaching and prioritization.
• Run ticket reviews, call monitoring, and calibration sessions across the US and Mexico teams to keep quality consistent.
• Identify performance gaps and build the training, playbooks, or process fixes to close them; often executing these yourself rather than delegating further.

Workforce Planning and Scheduling

• Manage staffing, scheduling, and capacity planning across all tiers to align coverage with support volume.
• Monitor queue health and work with Supervisors to manage real-time triage and ticket prioritization.
• Partner with HR to hire, onboard, and retain top Support talent.

Process & Systems

• Standardize processes, escalation paths, and documentation across all support tiers.
• Support the operational efficiency of pod workflows (telephony, API support, data migrations, billing platforms) and flag toolstack gaps to Leadership.
• Actively bring in and adopt AI tools and automation where they can meaningfully reduce manual work for your team; you don't wait to be told to modernize a workflow.

Cross-Functional Collaboration

• Act as a day-to-day point of contact between Support and Product, Engineering, and Customer Success on recurring issues, bugs, and feature gaps, bringing structured data, not just anecdotes.
• Collaborate with Customer Success to keep the handoff from onboarding into ongoing support smooth.

Reporting & Strategy

• Deliver regular reporting on team performance, ticket trends, and customer satisfaction to senior leadership.
• Develop and execute a roadmap for support operations that scales with Workiz's growth.
• Proactively identify risks and opportunities in the support function and present recommendations.

? Proud to be named the #6 Best Place to Work in San Diego by the San Diego Business Journal !

As a trailblazing SaaS company in the field service industry, Workiz is at the forefront of change driving success in one of today’s most resilient and rewarding sectors. Our all-in-one platform empowers field and home service businesses with smart tools to streamline scheduling, dispatching, invoicing, and customer communication.

While we’re proud of our recent recognition, we know a great workplace isn't built by awards, it's built by our people. We’re looking for passionate, driven individuals ready to help us make field service management a breeze.

Why You’ll Love Being a Workizer:

• Fuel Your Passion: Work alongside collaborative, high-achieving teammates on a product that genuinely transforms businesses.
• Make an Impact: See the direct results of your contributions as we empower trade professionals to grow.
• Speak Your Mind: We thrive on diversity of thought, open dialogue, and innovation. Every voice matters here.
• Grow with Us: We treat team members as long-term investments, offering continuous learning to help you stretch your skills and step into new responsibilities.
• Balanced Rhythm: Enjoy the best of both worlds with our flexible hybrid work model (3 days in-office, 2 days remote).

Perks & Life at Workiz:

• Fuel Up & Unwind: Keep your day energized with a kitchen stocked with top-notch coffee, drinks, and snacks.
• Dog-Friendly Office: Bring your four-legged co-pilot to work and join our pack of friendly office pups.
• Bond Beyond Desks: Connect with your team through regular socials, catered lunches, and relaxed office happy hours.
• Recharge & Play: Take a break with our office pool table and mini putting green.

Compensation and Benefits

• Market-level compensation based on experience: $120,000 - $140,000 On-Target Earnings.
• Workiz provides a comprehensive benefits package, featuring employee stock options, up to 100% employer-paid Medical, Dental, and Vision coverage options for employees plus generous dependent coverage, and a 4% match on 401k contributions.

Paid Time Off: 16 days per year (that grows with tenure!)

Sick Leave: 5 days per year.

Inclusivity Statement

At Workiz, we believe that great ideas come from anywhere. We support a collaborative environment and value open participation from individuals with different ideas, experiences, and perspectives. We believe having a diverse team makes Workiz a more interesting and innovative place to work, and we strive to make Workiz a welcoming and inclusive place for all.

REQUIREMENTS

What we're looking for

• 5-7+ years of experience in customer support, with at least 1-2 years directly managing supervisors or team leads (not just individual agents).
• Experience managing or working closely with an offshore/nearshore team; Spanish language ability is a strong plus given our Mexico-based team.
• Comfort managing a mix of technical and operational team members.
• A genuine track record of using data to drive day-to-day decisions: not just building dashboards, but acting on what they show.
• Strong working knowledge of support metrics and how to use data to drive operational improvements.
• Hands-on experience adopting AI tools or automation to make a support team more efficient. Bonus points if you've actually built or configured something yourself (a bot, a workflow, an automation), not just used an out-of-the-box tool.
• Strong written and verbal communication skills across technical and non-technical audiences.
• A demonstrated ability to operate with ambiguity and limited resources: you've built something from a gap before, not just maintained something that already existed.
• Experience with support/CRM platforms (Zendesk, Salesforce, or similar).
• Proven ability to develop and coach team leads and supervisors.
• Demonstrated experience managing complex technical support areas such as API integrations, data migrations, or billing systems.
• Proven ability to manage global teams across disparate time zones (e.g., San Diego, Austin, Mexico).
• Broad competence and in-depth technical knowledge of application software troubleshooting, including the ability to perform database reconciliation and server-side troubleshooting, as well as proven experience successfully resolving complex customer issues in a dynamic startup environment.
• Bachelor's degree or equivalent experience.
• Ability to travel to Tijuana, Mexico roughly once a month.

Preferred, not required:

• Experience in SaaS or field service management.
• Experience with API integrations, data migrations, or billing systems.
• Background in a startup or fast-scaling environment, especially one where you had to build process rather than inherit it.