Manager, Customer Support

Описание вакансии

About Procare

For over 30 years, Procare Solutions has been dedicated to empowering early childhood educators by providing products and services that enable them to focus on the care, safety and education of children.  We recognize the responsibility that comes with nurturing and educating children, which is why our child care management solutions are designed to automate business processes, help ensure safety and compliance, communicate with families and provide educational resources and training to help teachers and children thrive.

Over 40,000 satisfied customers have chosen Procare Solutions as their trusted partner in providing exceptional care for young minds.

A Little About the Role 

The Manager of Customer Support is the operational owner of Procare’s Tier 1 Support organization and is responsible for the end-to-end performance, development, and daily execution of the team. This role is designed for a hands-on, high-accountability leader who fully 

owns the daily operation, performance, and outcomes of a large, fast-paced Tier 1 Support organization. This Manager is expected to lead without constant oversight, drive results through strong people management, set and enforce standards, build KPIs and reporting frameworks, ensure backlog discipline, and consistently deliver on SLA/OLA expectations. They will create a culture of performance, coaching, and customer obsession while elevating Tier 1 Support to a world-class operation.

What you’ll do:

Operational Leadership & Ownership

• Fully owns the day-to-day operations of Tier 1 Support and ensures the org runs smoothly with minimal need for Director/VP involvement
• Builds, maintains, and executes against daily/weekly/monthly operating rhythms, ensuring coverage, SLA attainment, backlog management, and service quality
• Designs, implements, and continuously improves KPIs for the team and individuals, including SLAs, productivity, quality, CSAT/NPS, queue health, and utilization metrics
• Monitors and audits backlog and queue health daily; takes immediate action to prevent volume surges, SLA breaches, or customer experience degradation
• Develops and enforces Tier 1 playbooks, SOPs, escalation paths, and quality standards

People Leadership & Performance Management

• Independently manages all aspects of staff performance, including coaching, feedback loops, 1:1s, performance documentation, recognition, and corrective actions when needed
• Creates a strong coaching culture that grows employees from foundational support skills to advanced product knowledge and customer interactions
• Recruits, interviews, hires, and trains new team members; ensures training programs are robust, documented, and consistently executed
• Supports performance improvement and makes appropriate decisions when alignment isn’t achieved. Demonstrates the maturity to manage up or out when necessary to maintain a high-performing organization, ensuring standards, expectations, and results remain consistently strong
• Delivers clear expectations and ensures accountability across the team

Training, Quality, & Continuous Improvement

• Builds and maintains a Tier 1 training program including onboarding, ongoing education, product updates, and certification paths
• Ensures best practices and product knowledge are consistently reinforced through audits, coaching sessions, and calibration
• Partners cross-functionally with Product, Engineering, Implementation, and Success to proactively identify customer friction points and develop solutions
• Leads continuous improvement efforts, leveraging data to enhance processes, reduce handle time, improve quality, and elevate customer satisfaction

Customer Experience & Cross-Functional Alignment

• Serves as the operational liaison between Tier 1, Tech Services, Engineering, Product, and Customer Success
• Oversees customer escalations to ensure issues are resolved effectively and root causes are addressed to prevent recurrence
• Works with internal teams to identify at-risk customers and support improvement of customer health metrics
• Builds and delivers reporting for leadership, including service levels, queue trends, quality metrics, team performance, and strategic insights

Strategic & Financial Management

• Supports annual budget planning, headcount forecasting, and capacity modeling
• Analyzes trends to inform staffing needs, operating improvements, and future initiatives
• Provides data-driven recommendations that align operations with business goals

Our ideal candidate will have:

• Minimum 4+ years' of customer support leadership with demonstrated success owning a Tier 1 support operation for a SaaS or multi-product technology company
• Proven experience independently running a complex support organization without reliance on director-level guidance
• Experience with SMB SaaS, fintech or payment operations, or multi-platform technical support (SaaS + on-prem + mobile) strongly preferred
• Strong background in KPI design, performance management, and operational reporting
• Experience with Salesforce Service Cloud is highly preferred
• Strong leadership presence with the ability to coach, motivate, and hold teams accountable
• Demonstrates a strong work ethic characterized by urgency, accountability, and pride in delivering consistent, high-quality results. Maintains high personal standards, follows through on commitments, and sets the operational pace for the broader team
• Excellent operational rigor—able to manage volume, backlogs, SLA performance, and queue triage with precision
• Strong analytical and problem-solving skills; comfortable reviewing and interpreting high-volume operational data
• Exceptional written and verbal communication skills, including the ability to present results and recommendations to leadership
• Ability to build scalable processes, integrate people/systems/workflows, and drive standardization
• Proficiency with Microsoft Office, reporting tools, dashboards, and other support-related technologies
• Knowledge of banking/payment industries a plus; relevant certifications are a bonus
• Bachelor’s degree preferred, or equivalent work experience demonstrating deep operational leadership capability

Why Procare?

• Excellent comprehensive benefits packages including: medical, dental, & vision plans
• HSA option with employer contributions
• Vacation time, holidays, sick days, volunteer & personal days
• 401K Plan with employer match and immediate vesting
• Employee Stock Purchase Plan
• Employee Discount Program
• Medical, Dependent Care, and Transportation FSA Plans
• Company paid Short and Long-Term disability and Life Insurance
• RTD EcoPass for all Denver employees
• Tuition Reimbursement and continued Professional Development
• Fast paced, high energy workplace environment in prime downtown location
• Regular company provided meals

Salary

$85,000 - $95,000/year DOE

Location

This position is based in our Denver, CO office. We are currently in a hybrid in-office/remote working model based on business needs. Candidates must be willing and able to work from our Denver, CO office a minimum of 3 days a week.