Manager, Customer Support at Versaterm

The Company Versaterm is a global public safety solutions company helping agencies transform how they serve their communities. Since 1977, we’ve been building an ecosystem of intuitive tools designed for public safety agencies, forensic labs, court systems, schools and other institutions. Through purposeful integrations and a selective growth strategy, we focus on improving workflows to help our customers achieve more efficient operations, better service and more just outcomes. Our teams are driven by innovation, expertise and an unwavering commitment to customer success. As we continue to grow and expand our ecosystem, you’ll have the opportunity to contribute to solutions that enhance community safety and transform the future of public safety technology. If you’re passionate about making a meaningful difference, we’d love to hear from you. The Role The Manager, Customer Support leads a diverse team of support specialists providing technical support, user enablement, and hybrid services across Tier 1 and Tier 2. They drive daily operational excellence, ensure SLA compliance, manage customer adoption metrics, and develop team capabilities across all support disciplines while maintaining hands-on involvement in critical escalations. This role focuses on balancing technical incident response with proactive customer support initiatives for public safety software solutions. What You'll Do • Lead and develop a team of 5-15 support specialists with varied expertise (technical, user enablement, and hybrid) • Drive team performance across diverse metrics including SLA targets, adoption rates, and customer satisfaction scores • Manage daily operations including ticket queues, training schedules, workload distribution, and resource allocation • Conduct regular one-on-ones, performance reviews, and career development planning for all team members • Handle critical escalations requiring both technical expertise and customer engagement skills • Collaborate closely with other technical teams on escalations and customer communications • Monitor and analyze comprehensive team metrics spanning operational efficiency and customer success • Identify training needs and develop competency programs across technical and user enablement skills • Implement process improvements balancing reactive support with proactive customer enablement • Manage on-call schedules while coordinating scheduled customer training and engagement activities • Partner with other support managers to ensure consistent service delivery across all products • Develop documentation including technical procedures, knowledge base articles, and training materials • Build relationships with diverse customer stakeholders • Conduct root cause analysis and drive permanent solutions for both technical and adoption challenges • Foster a culture of versatility, continuous learning, and customer-first mindset • Participate in product roadmap discussions representing comprehensive support insights • Perform other related duties as assigned to support team objectives, departmental needs, and overall organizational priorities What You'll Bring Required Qualifications: • Bachelor's degree in Computer Science, Technology, Information Systems, Business or related field • 6-8+ years of progressive experience in customer support with at least 2+ years in a managerial or leadership role or applicable combination of experience.  • Experience with public safety or mission-critical software systems strongly preferred • Proven track record of managing diverse support teams in a software environment • Strong technical foundation combined with customer engagement and training expertise • Experience managing both SLAs/operational metrics and customer adoption KPIs • Demonstrated success in developing versatile team members with cross-functional skills • Excellent communication, leadership, and interpersonal skills with an ability to connect with and influence technical, business, and executive audiences • Proficiency with support ticketing systems, reporting tools, and customer success platforms • Experience managing 24x7 support operations • Ability to context-switch between different support disciplines and priorities • Strong analytical, problem-solving, and relationship management skills Asset Qualifications: • ITIL certification or service management framework experience • Customer Success Manager certification (CCSM, CCSMP) • Experience with support automation, AI technologies, and digital transformation • Knowledge of public safety standards and compliance requirements • Previous experience in government or regulated industries • Project management or change management certification • SQL knowledge and understanding of system integration concepts Note: This position requires security clearances due to the nature of our work with public safety agencies. Candidates must be legally authorized to work in Canada and must successfully obtain and maintain a Reliability security clearance from the Government of Canada. Additionally, candidates must comply with the FBI's Criminal Justice Information Services (CJIS) Security Policy and pass a comprehensive, fingerprint-based background check. Please note that specific customer contracts may impose additional security verification requirements. Obtaining and maintaining all required security clearances is a condition of employment. For more information, please visit Public Services and Procurement Canada for Reliability clearance details and the FBI's CJIS Security Policy Resource Center for CJIS requirements. Versaterm is committed to fair and equitable compensation that is competitive, consistent, and aligned with the value each role contributes to our organization. The starting salary for this position will be dependent upon many factors, such as the successful candidate’s skills, experience, education, training as well as internal equity, market data, and business needs. In addition to base salary and our comprehensive benefits offering, some roles may also be eligible for variable compensation such as incentive plans or discretionary performance bonuses. Versaterm does not use AI in the recruitment process. All stages of recruitment decisions are lead by people, including our qualified acquisition team and our experienced hiring managers. Versaterm is an equal opportunity employer and is committed to equity, diversity, inclusion, and a barrier-free workplace. Accommodations are available upon request throughout all stages of the recruitment process and apply to the terms and conditions of employment. For more information, please contact [Upgrade to PRO to see contact].