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 C