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Role Description

AssetWatch protects uptime for industrial operators by delivering real-time insights and fast issue resolution. The Customer Support Manager leads the team responsible for front-line problem solving, clear communication and a consistently strong customer experience. This role blends tactical execution with coaching, process refinement and cross-functional alignment.

Qualifications

• 3+ years leading or coaching a support team.
• 3+ years supporting a technical product (hardware, software or network-based).
• Experience with high-volume ticketing systems.
• CRM experience; Salesforce preferred.
• Comfortable with remote collaboration tools (Slack, Zoom, Notion or similar).
• Strong written and verbal communication skills.
• Ability to prioritize, multi-task and stay organized in a fast-moving environment.

Requirements

• Lead the Customer Support team and ensure all inbound cases are handled with speed, accuracy and clarity.
• Monitor hardware, sensor and network alerts; coordinate fast response to any outage or degradation.
• Develop deep working knowledge of AssetWatch hardware, software and workflows to troubleshoot effectively.
• Manage inbound channels (ticketing, phone, email, internal escalations) and maintain consistent response times.
• Partner with Reliability, Field Services, Engineering and Product to resolve complex cases and prevent repeat issues.
• Review customer feedback and share insights with Product to help prioritize improvements.
• Build strong customer relationships through proactive outreach, guided troubleshooting and clear communication.
• Identify patterns, escalate risks and propose solutions before problems expand.
• Own team performance metrics, coaching, and regular feedback cycles.
• Recruit, onboard and develop high-performing Support team members.
• Report support trends, customer experience metrics and operational risks to leadership.
• Continuously evaluate and improve workflows, documentation, tooling and internal communication.

Benefits

• Competitive compensation package including stock options.
• Flexible work schedule.
• Comprehensive benefits including retirement plan match.
• Opportunity to make a real impact every day.
• Work with a dynamic and growing team.
• Unlimited PTO.