American Society of Crime Laboratory Directors (ASCLD)

Customer Support Manager

American Society of Crime Laboratory Directors (ASCLD)

full-time

Posted on:

Location Type: Remote

Location: United States

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About the role

  • 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

Requirements

  • 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.
Benefits
  • Comprehensive benefits offering
  • Variable compensation such as incentive plans or discretionary performance bonuses
  • Accommodations are available upon request throughout all stages of the recruitment process
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer supporttechnical expertiseuser enablementSLA managementoperational metricscustomer adoption KPIsroot cause analysisprocess improvementstraining developmentperformance reviews
Soft Skills
leadershipcommunicationinterpersonal skillsrelationship managementanalytical skillsproblem-solvingteam developmentcustomer-first mindsetversatilityinfluencing skills
Certifications
Bachelor's degree in Computer ScienceBachelor's degree in TechnologyBachelor's degree in Information SystemsBachelor's degree in Business