Skills
Customer Support Management
Technical Troubleshooting
Cross-functional Collaboration
About the Role
Tekmetric is seeking a Product Support Manager to lead a customer-first support function for our cloud-based platform serving auto repair shops. You’ll help ensure shop owners and technicians get timely, accurate help while driving continuous improvements to support processes and customer experience.
Responsibilities
- Manage day-to-day product support operations, including ticket triage, escalation handling, and response quality
- Coach and develop support team members to deliver consistent, high-quality customer outcomes
- Collaborate with product, engineering, and success teams to resolve recurring issues and improve workflows
- Own support reporting and insights, identifying trends and opportunities to reduce repeat contacts
- Contribute to knowledge base and documentation improvements to help customers self-serve effectively
- Ensure timely communication with customers and internal stakeholders during incidents or major issues
Requirements
- Experience leading or managing a customer support or technical support team
- Strong troubleshooting skills and a clear, customer-focused approach to problem-solving
- Comfort working cross-functionally with product and engineering teams
- Excellent communication skills, including clear escalation and documentation
- Ability to analyze support data and translate findings into process improvements
Benefits
- Work with a mission-driven, service-first team
- Opportunity to improve the support experience for auto repair shops nationwide
- Collaborative environment with teams focused on continuous improvement
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