Customer Support Manager

Full-time

Description

CUSTOMER SUPPORT MANAGER

Customer Support | Irving, TX

RollKall was founded by a retired police officer with one goal in mind: help public safety professionals—police, firefighters, EMTs—connect with their communities through something called off-duty work. These are extra-duty jobs that enhance local safety while putting some extra cash in first responders’ pockets.

We built the platform that makes it easy, efficient, and trusted—for departments, officers, and the organizations that need them.

POSITION OVERVIEW

The Customer Support Manager is responsible for delivering an exceptional customer experience to Law Enforcement Agencies (LEAs), Law Enforcement Officers (LEOs), Coordinators, and their business partners. This role combines hands-on support with strategic leadership, managing day-to-day calls and cases while setting direction, driving departmental objectives, and fostering a strong support culture. The ideal candidate thrives in a fast-paced, high-growth environment and embodies RollKall’s values of honesty, hard work, initiative, and thoughtful problem-solving.

WHAT YOU’LL BE DOING

Customer Support Leadership

• Act as a player/coach, leading a team of support associates (including 24/7 after-hours coverage).
• Take calls, resolve cases, and remain accessible to the team while modeling best practices.
• Serve as a trusted technical advisor, guiding associates on complex problems and preventing unnecessary escalations.

Operational & Strategic Management

• Contribute to defining departmental goals, KPIs, and SLAs, and ensure team execution aligns with company objectives.
• Monitor and present KPI results (CSAT, handle time, first-contact resolution, etc.) to senior leadership.
• Maintain and optimize support processes, documentation, and self-service resources.
• Use data to identify trends, drive efficiencies, and influence long-term improvements.

Cross-Functional Collaboration

• Partner with Development, Product, Sales, and Marketing to resolve customer issues and relay insights.
• Communicate customer feedback clearly to inform product and process enhancements.
• Build trust and maintain clear, timely communication with both customers and internal teams.

YOUR SUPER POWERS

• Player/Coach Mindset – you can jump in to solve tickets hands-on, while also inspiring and guiding a team to grow and perform at their best.
• Data-Driven Problem Solver – you use reports, KPIs, and trends to uncover insights and drive smarter, faster decisions.
• Trusted Troubleshooter – you thrive on digging into technical and business issues, resolving them quickly without unnecessary escalations.
• Customer Champion – you know how to turn feedback into action, ensuring customers feel heard while influencing product and process improvements.
• Adaptable Leader – you embrace change, navigate fast-paced environments, and keep your team motivated through it all.

WHAT WE’RE LOOKING FOR

• 5+ years in technical/software service and support, including 2+ years leading and managing multiple teams with varied responsibilities.
• Strong troubleshooting skills across technical and business issues, with proven ability to de-escalate difficult customer interactions and coach teams through high-stress situations.
• Skilled in support tools (Salesforce, Jira, Slack, SQL, Excel, Google Workspace) with the ability to build and optimize reporting dashboards, not just pull reports.
• Proven experience scaling support teams and developing support methodologies/frameworks in fast-growth SaaS environments.
• Experience implementing or managing Knowledge Base / self-service platforms to reduce case volume.
• Excellent written and verbal communication skills; able to explain complex issues clearly and concisely.
• Ability to thrive in a dynamic, fast-changing environment and manage time-sensitive issues.
• (Bonus) Familiarity with omnichannel support, API troubleshooting, or automation/AI-driven support systems.

ROLLKALL CULTURE FIT

• One Team: People-first, collaborative, inclusive, and supportive.
• Servant Leadership: Lead with empathy, integrity, and accountability.
• Humbition: Combine humility and ambition while keeping the customer’s needs central.
• Deliver Results: Show a bias for action, embrace change, and innovate to improve.

COMPENSATION, BENEFITS & SCHEDULE

The RollKall office serves as the hub for innovation, creative thinking, and idea sharing. As such, RollKall employees are required to work in the office three days each week (Tuesday, Wednesday & Thursday) unless they have been officially authorized to work on a fully remote basis.

Along with competitive pay, as a full-time RollKall employee, you are eligible for the following benefits:

- Healthcare (medical, dental, vision, prescription drugs, FSA/HSA & Teladoc services)

- Employee Assistance Program

- Maternity and Parental Leave

- 401(k) Plan for eligible members

- Sick, Vacation time, and Paid Holidays

RollKall Technologies is committed to a diverse and inclusive workplace. RollKall is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.