CUSTOMER SUPPORT DIRECTOR (REMOTE)

Company: CIS – Innovators in Public Safety Software
Location: Remote
Salary: $80,000 – $110,000 per year, depending on experience
Schedule: Full-Time | 24x7 Support Environment | Flexible Hours

ABOUT US

At CIS, we build mission-critical Computer Aided Dispatch (CAD) and public safety software used by emergency responders nationwide. Our technology saves lives—and our customer support team is on the front lines of that mission.
We’re seeking a Customer Support Team Lead to guide and develop our Tier 1 and Tier 2 support teams, ensuring round-the-clock excellence for the agencies that rely on us every day.

• Lead, mentor, and support a remote team of Tier 1 and Tier 2 customer support specialists.
• Ensure 24x7 support coverage and maintain accountability for key support metrics (response time, resolution time, CSAT, SLA adherence).
• Coach team members and implement development plans to foster professional growth.
• Create, update, and enforce documentation for support processes, workflows, and best practices.
• Communicate directly with customers as needed, including managing escalated issues with professionalism and urgency.
• Coordinate escalations to internal teams including Engineering, Product, and Implementation, ensuring timely and accurate resolution.
• Monitor support trends, analyze ticket data, and proactively recommend improvements to product usability or support procedures.
• Participate in hiring, onboarding, and training of support staff as needed.