Website Tablet Command, Inc.
Streamline Incident Command. Boost Efficiency & Safety.
Company: Tablet Command, Inc.
Location: Remote, United States (Hawaii to East Coast timezones)
Job Type: Full time
Compensation: $100,000 – $180,000 annually based on experience
Also See: Innovation Operations Manager
Lead Customer Support for Mission Critical Software That Saves Lives
Tablet Command builds software that matters. We are the emerging leader in incident response and management solutions for public safety agencies in the US and Canada. Our iPad app is in the hands of firefighters and other first responders while they respond to emergency incidents. We deliver an intuitive easy to use and above all robust and reliable software solution that improves outcomes
Our Enterprise Service is in use by thousands of fire service professionals across hundreds of fire departments throughout North America. Our customers include San Francisco San Diego Denver Charlotte and departments across California Colorado Missouri Florida and Canada. We are growing rapidly
In our software we value robustness stability resilience and performance. If our code works lives are saved. If our code fails lives can be at risk. We are motivated by the fact that our work has a real impact and it pushes us to be better every day
We are looking for a Customer Support Manager to lead our customer support operations ensuring our public safety customers receive timely expert and mission critical assistance
The Opportunity
As Customer Support Manager you will lead mentor and grow the Support team managing daily operations scheduling and escalation protocols. You will define document and implement efficient support processes policies and best practices. You will manage and prioritize customer issues coordinating with Engineering and Product teams for bug fixes and feature requests
You will develop and maintain a comprehensive knowledge base help center articles and internal documentation while maintaining a strong customer focus talking to our users directly whenever possible to understand their needs and challenges
What You’ll Do
-
Lead mentor and grow the Support team managing daily operations scheduling and escalation protocols
-
Define document and implement efficient support processes policies and best practices
-
Manage and prioritize customer issues coordinating with Engineering and Product teams for bug fixes and feature requests
-
Develop and maintain a comprehensive knowledge base help center articles and internal documentation
-
Maintain a strong customer focus talking to our users directly whenever possible to understand their needs and challenges
-
Analyze support metrics including response time resolution rate and customer satisfaction to identify trends and drive continuous improvement
Who You Are
-
You have solid professional experience managing a B2B or SaaS support team
-
You have experience with support platforms such as FreshDesk HubSpot CRM or Zendesk
-
You have knowledge of incident management and Government IT processes
-
You can work independently and collaborate with a remote team
-
You are action oriented diligent and flexible
-
You have a passion for public safety and software that impacts society in a positive way
-
Familiarity with Tablet Command and or public safety agency operations is a plus
The Application
If you think you are a good fit for this position please submit your resume along with a cover letter letting us know why you want this job and why you are the best candidate
In your application please include an example of something you have created and are proud of related to customer service or support process improvement. This can be anything you choose a streamlined process a knowledge base article a customer success story or whatever you like
Why Join Tablet Command
-
Work on high profile meaningful software that makes a tangible difference in people’s lives
-
Your efforts will help get people home safe to their families
-
Lead and grow a dedicated support team of professionals passionate about technology and public safety
-
Work with great equipment and cutting edge tools
-
Competitive compensation package with generous vacation policy
Benefits
-
Comprehensive medical dental and vision insurance
-
Life insurance and short and long term disability coverage
-
Paid vacation and holidays
-
401k plan
-
Access to a suite of other benefits through our PEO provider
Location This position is fully remote within the United States with preference for Hawaii to East Coast timezones
Ready to lead customer support for mission critical software that saves lives
If you are a Customer Support Manager with B2B SaaS experience and a passion for public safety we want to hear from you