Manager

Summary

Join Trackforce, the world's largest physical security workforce management SaaS company, as a Manager, Global Client Support! Lead and optimize our support team, driving standardization, enhancing operational efficiency, and ensuring seamless customer support. This metrics-driven role requires improving agent productivity through playbooks, knowledge management, and performance oversight. You will establish standardized processes, track key support KPIs, oversee daily operations, and develop a comprehensive knowledge base. The position demands collaboration with other teams and a focus on continuous improvement to maximize customer satisfaction and retention. This is a remote-first opportunity.

Requirements

• 3+ years of experience in customer support, with at least 1 year in a leadership or team lead role
• Strong analytical skills with experience tracking and improving key support metrics
• Proven ability to build and refine support processes, playbooks, and knowledge management systems
• Experience with support tools such as Zendesk or similar platforms
• Excellent communication, problem-solving, and coaching skills
• Passion for operational efficiency, agent enablement, and customer satisfaction

Responsibilities

• Establish and maintain standardized processes, workflows, and playbooks to drive consistency and efficiency in frontline support
• Track and analyze key support KPIs, including response times, resolution rates, customer satisfaction (CSAT), and agent productivity
• Oversee daily operations, monitor agent performance, and provide real-time coaching to improve service quality and efficiency
• Develop and maintain a comprehensive knowledge base to empower agents and enhance self-service capabilities for customers
• Identify bottlenecks, implement automation where possible, and continuously refine support workflows to improve agent efficiency
• Work cross-functionally with Product, Engineering, and Customer Success to align support strategies and drive continuous improvement
• Ensure timely, accurate, and high-quality support interactions to maximize customer satisfaction and retention