Customer Support Manager

Are you passionate about helping clients solve complex challenges, able to empathize with customer needs and can support them through critical business transformations? The Support department is a hub of CAMP Software’s customer-facing organization, to ensure our customers receive excellent ROI (Return On Investment) when they choose us as their software provider.  The successful candidate will report directly to the company’s Director of Customer Success.

The successful candidate must be skilled in running a Support Department as a manager.  Having a full understanding of SLA, contracts and KPI as well as being a customer focused, multi-tasking individual with a proven track record within ticketing systems (at the administration level, Zendesk preferred). In addition, a successful candidate proposes new and creative ideas, possesses highly effective communication skills and enjoys building constructive and effective relationships.

• →Lead day-to-day software support operations, ensuring timely resolution of incidents and service requests.
• →Manage, mentor, and develop the Support team while fostering a collaborative, accountable, and customer-focused culture.
• →Serve as the primary escalation point for complex customer, software, and production issues.
• →Monitor and manage SLAs, response and resolution times, ticket backlog, system availability, and other key support metrics.
• →Partner with Development, QA, Systems, and Operations teams to troubleshoot defects, perform root-cause analysis, and drive corrective actions.
• →Prioritize customer-impacting issues, software defects, and enhancement requests based on business and customer needs.
• →Support software releases, patches, upgrades, and production deployments, ensuring changes are tested, documented, communicated, and supported.
• →Analyze incident and ticket trends to identify opportunities to improve support processes, system reliability, and the customer experience.
• →Establish and maintain support procedures, troubleshooting guides, knowledge-base content, and training materials.
• →Ensure the Support team has the tools, access, training, and resources needed to effectively assist customers.
• →Provide management with regular reporting on support performance, trends, escalations, and operational metrics.
• →Maintain clear communication with customers and internal stakeholders throughout incident resolution.
• →Drive continuous improvement through incident reviews, knowledge sharing, process enhancements, and support best practices.

• 3+ years of experience managing or supervising a software support team.
• Strong understanding of SLAs, support KPIs, knowledge-base management, and ticketing operations.
• Experience administering a ticket management platform; Zendesk preferred.
• Experience supporting SaaS or ERP software preferred.
• Strong written, verbal, analytical, and problem-solving skills.
• Demonstrated ability to take ownership of complex issues and drive them through resolution.
• Strong planning and organizational skills with excellent attention to detail.
• Ability to work effectively with customers as well as technical and business teams.
• Experience coaching employees, providing performance feedback, interviewing candidates, and conducting performance reviews.
• Experience with JIRA and Confluence.
• Working knowledge of databases such as SQL or Oracle preferred.
• Bachelor’s degree in a technical discipline preferred.