Manager Technical Customer Support (Curator of Customer Experience)

Description

Hybrid — Glendale, Arizona

Do you get a little too excited when the call queue is empty? Do you know your CSAT, TTFR, TTR, and handle time without having to look them up? Do you see a recurring support ticket and immediately start wondering whether we can eliminate the root cause instead of answering it for the 100th time?

Good. Keep reading.

RTA is looking for a Manager, Technical Customer Support to lead our Tier 1 and Tier 2 Customer Support teams and help us continue raising the bar on what exceptional technical support looks like.

This is a player/coach leadership role for someone who loves developing people, understands technical software support, lives in the data, and knows that the best support organizations don't just close tickets—they make customers more successful and help make the product better.

You'll also have something that doesn't exist everywhere: close partnership with Engineering, QA, and Product. When a customer has a problem, we solve it together. We don't play ticket tag.

And yes, AI matters here.

You don't need to walk in with every AI answer already figured out. You do need to be curious, forward-thinking, and able to develop a practical strategy for where AI can make Technical Support smarter—whether that's ticket triage, knowledge management, response quality, QA, coaching, analytics, or eliminating repetitive work so your team can focus on the customer interactions where humans matter most.

If you're a technical support leader who loves great service, great teams, great data, and making things better than you found them, you might be our kind of Curator of Customer Experience.

YOUR TOP 3 OBJECTIVES

If you join RTA, these are the three things we’ll look back on and say, “Yep, that’s why we hired you.”

Build & Lead a High-Performing Technical Support Team

Lead, coach, and develop RTA’s Tier 1 and Tier 2 Customer Support teams while creating clear expectations, accountability, strong operating rhythms, and continuous professional and technical growth. You’ll stay close to the work, understand what’s happening in the queue, coach from real data and customer interactions, remove roadblocks, and help your people get better.

Improve Customer Experience Through Data, Operational Excellence & Product Partnership

Own and continuously improve CSAT, TTFR, TTR, handle time, support volume, and other key service measures. Use the data to improve performance, staffing, workflows, and processes. Identify recurring customer issues and partner with Product, Engineering, QA, Customer Success, and Implementation to eliminate root causes. The best ticket is sometimes the one the customer never has to submit.

Transform Technical Support Through AI & Smarter Ways of Working

Develop and execute a practical AI strategy for Technical Customer Support. Identify where AI can improve ticket triage, knowledge surfacing, response drafting, quality assurance, coaching, analytics, reporting, documentation, and workflow efficiency. You don’t need to have implemented every AI use case before; you do need to understand the opportunity, learn quickly, experiment thoughtfully, bring your team along, and measure whether the technology is actually making support better.

WHAT YOU’LL ACTUALLY OWN

Team Leadership & Coaching

Lead, mentor, and develop Tier 1 and Tier 2. Set clear expectations, run effective 1:1s, coach performance, create accountability, and build an environment where strong people continue to grow.

Customer Experience & Service Quality

Maintain an exceptionally high bar for customer service and ensure service quality remains central to how the team operates.

Metrics & Performance Management

Own CSAT, TTFR, TTR, handle time, support volume, and other meaningful service metrics. Use data to identify trends, coach performance, prioritize improvements, and make informed decisions.

Technical Support Operations

Stay close enough to the technical work to coach Tier 1 and Tier 2 effectively. SQL shouldn’t scare you, and you should understand enough about APIs, integrations, software behavior, and technical troubleshooting to ask good questions and guide the team.

Product & Engineering Partnership

Turn support patterns into product improvements. Identify recurring customer problems, quantify their impact, and work with Product, Engineering, and QA to address root causes and reduce avoidable support demand.

Process & Knowledge Management

Build and continuously improve support processes, playbooks, workflows, escalation paths, and knowledge resources that allow the team to scale.

AI Strategy & Adoption

Develop the roadmap for how AI can improve Technical Support and prioritize use cases that create meaningful value.

AI Team Enablement

Build AI literacy across the team and help people use AI-assisted tools responsibly and effectively while maintaining human judgment.

Cross-Functional Collaboration

Partner closely with Engineering, QA, Product, Customer Success, Implementation, and other teams to create seamless handoffs and unified customer outcomes.

Hiring & Team Development

Help attract, select, onboard, develop, and retain technically capable, customer-obsessed people who raise the bar.

Leadership Team Partnership

Bring data, ideas, candor, and healthy challenge to the broader leadership team—and be equally willing to receive them.

WHAT WE’RE LOOKING FOR

Our ideal candidate is a data-driven B2B software support leader who combines technical credibility with exceptional people leadership and a genuine obsession with the customer experience.

• Demonstrated experience leading and managing a customer support team for a B2B technical software or SaaS product.
• Experience directly leading a support team of at least five people.
• Experience leading and coaching technical Tier 1 and/or Tier 2 support teams.
• Strong people-management skills, including setting expectations, coaching performance, creating accountability, developing employees, and building an engaged team.
• Strong understanding of CSAT, TTFR, TTR, handle time, support volume, and other support metrics.
• Experience using data to make decisions around performance, staffing, workflows, processes, and customer experience.
• Experience with ticketing and customer support platforms; Jira and/or Intercom is a plus.
• Technical fluency with SQL, APIs, integrations, and modern software applications sufficient to coach through complex support issues.
• Experience partnering with Product, Engineering, and/or QA to investigate customer issues and improve the product.
• Strong analytical, verbal, and written communication skills.
• The ability to rally a team, coach through difficult situations, and communicate effectively with frustrated customers when necessary.
• A practical, forward-thinking perspective on how AI can improve Technical Support, even if you haven’t personally implemented every use case yet.
• Strong ownership and initiative.

YOU’LL REALLY STAND OUT IF...

• You’ve led both Tier 1 and Tier 2 technical support teams in a B2B SaaS environment.
• You’ve maintained exceptionally strong CSAT while improving response and resolution metrics.
• You’ve used support data and recurring-ticket analysis to influence a product roadmap or eliminate a meaningful source of support demand.
• You’ve implemented an AI solution in a customer support environment and can explain the problem, implementation, adoption, and measurable result.
• You’ve worked with AI-enabled ticket routing, intelligent knowledge management, AI-assisted quality assurance, agent coaching, or AI-enhanced support analytics.
• You’ve helped build or significantly improve a support knowledge-management program.
• You have deeper working knowledge of SQL, APIs, integrations, or other technical troubleshooting tools.
• You have experience with Jira and/or Intercom.
• You have experience with PowerShell.

HOW YOU’LL KNOW YOU’RE WINNING

• Customer Experience: Maintain a 4.9 or greater CSAT rating across the team while consistently delivering an exceptional Technical Support experience.
• Operational Performance: TTFR, TTR, handle time, support volume, and other key service measures are visible, understood, and continuously improving.
• Product Impact: Recurring customer issues are identified and quantified, and measurable support demand is eliminated by fixing root causes with Product and Engineering.
• AI Transformation: RTA has a clear Technical Support AI strategy, the team adopts the right tools and workflows, and AI produces measurable improvements.
• Team Performance: Tier 1 and Tier 2 have clear expectations, accountability, coaching, development, engagement, and technical capability.
• Cross-Functional Partnership: Support, Product, Engineering, QA, Customer Success, and Implementation work together effectively around customer issues.

WHO THRIVES AT RTA?

• Is passionate about serving others.
• Passionately cares about our clients and the jobs they do.
• Thinks of themselves less, while not thinking less of themselves. You’re confident, compassionate, and humble.
• Is comfortable with accountability and healthy conflict.
• Believes no job is beneath them.
• Takes ownership and initiative.
• Loves to read, learn, grow, and stretch themselves.
• Is constantly looking for more: more to learn, more to improve, and more opportunity to grow.
• Is curious about AI and emerging technology and looks for practical ways to create better outcomes.

THE BOTTOM LINE

We’re looking for a leader who brings together exceptional customer service, technical credibility, people leadership, operational discipline, data-driven decision-making, and an AI-forward mindset.

You don’t have to be the person writing SQL or debugging the application. You do need to understand the technical environment well enough to coach the people who are, recognize when something doesn’t make sense, ask good questions, and help move problems toward resolution.

This role isn’t just about getting tickets closed. It’s about building a team that gets better, helping customers succeed, and making RTA’s product and support experience better along the way.

COMPENSATION & WORK LOCATION

The anticipated salary range for this role is $100,000–$120,000 annually, depending on experience and qualifications.

This is a full-time, hybrid position based in Glendale, Arizona. Employees in this role will work both remotely and from RTA’s Glendale headquarters based on the team’s established hybrid work schedule and business needs.

This position is classified as exempt and is not eligible for overtime pay.

Travel is expected to be minimal, generally up to 10% based on business needs.

WHY TOP TALENT CHOOSES RTA

We invest in our people — period.

• 401(k) with 6% Safe Harbor match (100% vested day one)
• Flexible PTO model built on trust and manager-approved time off
• Cigna PPO and HSA medical plan options with company contributions ($780–$1,950 annually)
• Garner Health HRA program: up to $1,000 individual / $2,000 family reimbursement opportunity
• Wellness rewards up to $350 annually
• Virtual care and mental health support resources
• Company-sponsored benefits including dental, vision, EAP, life, STD, LTD, legal plan, and identity theft protection options
• Additional employee perks, wellness initiatives, and discount programs

THE PART WE’RE MOST PROUD OF

• #34 on the Fortune Best Small Workplaces™ 2026 list
• 99% of employees say RTA is a Great Place to Work® — Certified three years running
• 30% ARR growth — two years straight
• We’re an AI-forward company building for the future
• Meaningful work supporting the fleets and people who keep communities running
• Big growth. Real benefits. Strong culture. A team that delivers.

ABOUT US

Founded in 1979, RTA has long earned the reputation of knowing our stuff and providing the best customer service in the market. Our purpose is simple: help fleets succeed.

Our clients carry kids in school buses, first responders in emergency vehicles, patients in ambulances, food and medical supplies in trucks, and people just taking the bus or train to work. We do meaningful work, and we want our clients to have the best tools—and the best support—available to them.

For this role, that means leading the people who are often on the front line when a customer needs us most.

HEADING TO RTA HQ?

Coming from the east side? You’ll enjoy waving at the traffic going the other way while never having to stare at the blinding sun. It only takes about 25 minutes to get here from downtown Scottsdale in the mornings. We’re located close to Arrowhead Mall, with quick access to the 101 from multiple directions.

And because this is RTA, there’s a decent chance you’ll find freshly baked desserts or an awesome lunch somewhere along the way.

PHYSICAL & TRAVEL REQUIREMENTS

• Ability to sit or stand for extended periods.
• Ability to work at a computer for prolonged periods.
• Ability to communicate effectively in person and through video, phone, messaging, and other collaboration tools.
• Ability to work onsite at RTA’s Glendale, Arizona headquarters as required by the team’s hybrid work schedule.
• Ability to travel up to 10%, based on business needs.

REASONABLE ACCOMMODATION

RTA is committed to providing reasonable accommodations for qualified individuals with disabilities. If you need a reasonable accommodation to complete the application process or perform the essential functions of this role, please notify us at View email address on aiapply.co.

EMPLOYMENT NOTICES

Employment with RTA is at-will. This means either the employee or the company may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

Employment with RTA may be contingent upon successful completion of a background check and other pre-employment screenings, consistent with applicable law.

We cannot accept student visas or provide sponsorship at this time.

EQUAL EMPLOYMENT OPPORTUNITY

RTA is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable law.

NOTICE REGARDING THE USE OF ARTIFICIAL INTELLIGENCE IN APPLICATION REVIEW

As part of our commitment to creating a fair, efficient, and consistent hiring process, we may use artificial intelligence (AI) to help our recruiting teams organize, summarize, and analyze information provided by candidates, including resumes, application responses, and other materials submitted during the application process.

AI may be used to identify patterns, highlight relevant skills and experience, and assist in comparing a candidate’s qualifications with the requirements of a specific role. These tools are used to improve efficiency and consistency while supporting more informed hiring decisions, which will ultimately be made by the hiring team.