Senior Manager, Global Customer Support at GOARC

Franklin, Tennessee, United States -

Full Time

Start Date

Immediate

Expiry Date

16 Oct, 26

Salary

0.0

Posted On

18 Jul, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Support Leadership, SaaS Support Operations, Tiered Support Model Design, SLA Management, Change Management, Knowledge Base Development, Ticketing Platform Implementation, Global Coverage Modeling, Incident Management, Cross-functional Collaboration, Technical Support, Customer Success Partnership, Root Cause Analysis, Executive Communication, Operational Reporting, AI and Automation

Industry

Software Development

Description

The Role (Remote - North America with preference for Central or Eastern time zone) GOARC is hiring its first dedicated Customer Support leader to build a modern, scalable global support organization from the ground up. This is a rare opportunity to build the global support organization that will serve some of the world's largest industrial companies. This is a change management role as much as it is an operational one. You will need to design the model, implement the tooling, and establish the processes for a team accustomed to handling support informally. One of your earliest priorities will be designing a support model that enables a lean, globally distributed team to deliver consistent service across time zones, including after-hours and weekend support for enterprise customers with 24×7 operational requirements. You will own that question and build the answer. You will build authority through results: standing up the operating model, earning the trust of internal teams, and demonstrating that a dedicated support function outperforms the informal model it replaces. As GOARC grows, you will hire, coach, and develop the Customer Support organization. What You'll Do and Own Support Operating Model Design Design and implement a tiered support model that matches issue complexity to the right resource, whether that is self-service content, a support specialist, an implementation consultant, or a product engineer. Build the intake, triage, routing, and escalation workflows that make the model work in practice. Define severity classifications, SLA commitments, and escalation thresholds. Establish the governance and reporting that makes support performance visible to leadership and customers alike. Deflection and Self-Service Build a deflection strategy that reduces inbound support volume through better customer enablement. Most support issues at GOARC are configuration-related rather than product defects, which means a well-structured knowledge base, searchable troubleshooting guides, and proactive customer education can resolve a significant portion of inbound volume before it reaches the queue. You will build that infrastructure. Tier 1 Ownership and Escalation Coordination Own Tier 1 support operations directly. Establish clear escalation criteria and handoff protocols for Tier 2 issues requiring advanced troubleshooting and Tier 3 issues requiring engineering involvement. Ensure escalations are tracked, communicated, and resolved with appropriate urgency. Serve as the primary point of accountability for customer-facing communication during active support cases and high-severity incidents. Global Coverage Model Design and implement a coverage model that meets the 24x7 support expectations of GOARC's global enterprise customers without requiring a proportional increase in headcount. This may include follow-the-sun scheduling, strategic use of offshore or contract resources, automation of routine responses, tiered SLAs by customer segment, or a combination of approaches. You will own the recommendation and the execution. Tooling and Infrastructure A modern ticketing platform is currently under evaluation. You will finalize the selection, lead implementation, and own ongoing optimization of the tooling that underpins the support function. Ensure the platform supports SLA tracking, escalation workflows, knowledge management, and operational reporting. Integrate support data with CRM and Customer Success platforms to provide a unified view of customer health. Customer Success Partnership Own the operational relationship with Customer Success, Product, Engineering, and Professional Services to ensure customers experience a seamless support journey. Ensure that support trends, recurring issue patterns, and account health signals inform CS account reviews and renewal conversations. Continuous Improvement Analyze support trends, root causes, and recurring customer challenges on a regular cadence. Leverage AI and automation to improve customer self-service, accelerate issue resolution, recommend knowledge articles, and increase support team productivity, where permitted by applicable customer data agreements. Feed product usability and documentation gaps back to Product Management. Identify opportunities to reduce support effort through better onboarding, improved configuration guidance, and proactive customer education. Track and report on key support metrics including volume, resolution time, first-contact resolution, SLA adherence, and customer satisfaction. What We're Looking For Required Qualifications 7+ years in customer support, technical support, service delivery, or a related customer-facing function within a B2B SaaS environment. Experience building or significantly transforming a customer support organization in a high-growth SaaS environment. Demonstrated experience designing or maturing a tiered support model, including triage, escalation, and SLA frameworks. Strong analytical and problem-solving skills with the ability to distinguish configuration issues from product defects and route them appropriately. Experience implementing or optimizing support ticketing platforms and knowledge management systems. Strong written and verbal communication skills, including executive-level escalation communication. Demonstrated change management capability, with experience transitioning informal or distributed support activity into a structured, centralized function. Ability to operate independently in an environment where processes are still being established. Preferred Qualifications Experience supporting enterprise customers in operationally critical, regulated, or safety-driven environments, including manufacturing, industrial, energy, life sciences, or EHS. Experience designing a global support coverage model for a lean, distributed team. Experience managing executive-level escalations and business-critical production incidents. Familiarity with ITIL, incident management, problem management, and root cause analysis frameworks. Experience coordinating cross-functional resolution efforts across Product, Engineering, Professional Services, and Customer Success. Experience supporting complex SaaS applications involving workflow automation, business process configuration, integrations, or enterprise deployment models. Familiarity with CRM and customer success platforms and their integration with support tooling. What Success Looks Like First 60 Days In the first 60 days, you will assess the current state, establish the foundations, and take ownership of active support operations. Develop a deep understanding of GOARC's products, customers, deployment environments, and the most common categories of support issues. Evaluate current support processes, escalation paths, tooling, and team dependencies. Establish standardized triage, routing, and escalation procedures. Implement baseline support reporting and operational visibility. Reduce direct-to-Delivery support requests through a structured intake process. First 6 Months Fully implement and operationalize the GOARC Support Operating Model. Deploy and optimize a scalable ticketing platform with SLA tracking and escalation workflows. Launch a customer-facing knowledge base and internal support playbooks targeting the highest-volume issue categories. Finalize and implement the global coverage model. Establish recurring support reviews, trend analysis, and root cause management processes. Demonstrate measurable reduction in Delivery resource dependency for routine support activity. Baseline performance will be established in the first 60 days. Improvement targets will be set jointly with leadership and reviewed quarterly. Success will be measured by improvements in: First Response Time Time to Resolution SLA Attainment Customer Satisfaction (CSAT) Support Deflection First Contact Resolution Delivery Resource Utilization Knowledge Base Adoption Why You Might Love This Role Build an enterprise support organization from the ground up. Shape a function that becomes a strategic differentiator for GOARC. Work closely with executive leadership to influence company strategy. Select and implement the technology stack. Hire and develop the future support team. Work directly with global industrial enterprises solving mission-critical problems. Why This Role Matters For GOARC's enterprise customers, operational continuity is not optional. These organizations operate in high-hazard environments where system reliability, responsive support, and fast issue resolution directly affect workforce safety and regulatory compliance. Customer support, done well, is one of the most powerful drivers of customer trust and long-term retention. Done poorly, it accelerates churn and erodes confidence that no amount of relationship management can fully recover. As GOARC's first dedicated Customer Support leader, you'll define how enterprise customers experience our company long after implementation. The organization you build will become a competitive advantage, strengthening customer trust, accelerating growth, and helping protect the people who rely on GOARC every day. Competitive compensation Comprehensive medical, dental, and vision coverage 401(k) retirement savings plan Flexible paid time off and company holidays Professional development and industry conference opportunities Remote-first work environment with flexibility #Remote

Responsibilities

Build and lead a scalable global customer support organization from the ground up, including designing the operating model and implementing necessary tooling. Establish tiered support workflows, global coverage models, and self-service strategies to serve enterprise industrial customers.