Overview
Support Manager Jobs in United States at RemoteHunter
Title: Support Manager
Company: RemoteHunter
Location: United States
1. About Our Client:
The organization operates in the field service and technical support industry, addressing challenges in managing remote field operations and customer support without on-site visits. It focuses on optimizing dispatch coordination, SLA compliance, and technician performance through remote management and advanced tools like Salesforce Service Cloud. This approach helps improve service efficiency, customer satisfaction, and operational transparency.
2. About the Opportunity:
The Support Manager is responsible for leading and managing remote field support operations and dispatch oversight. This role ensures SLA performance, oversees the ticket lifecycle in Salesforce Service Cloud, coaches technicians, coordinates with vendors, and manages customer-facing escalation communications remotely. The position plays a key role in maintaining operational standards and driving improvements in field service delivery without direct on-site involvement.
3. Responsibilities:
• Oversee daily field operations including dispatch coordination and schedule management remotely
• Manage ticket lifecycle in Salesforce, ensuring triage, assignment, status updates, resolution, and closure
• Ensure SLA compliance and manage escalation processes with configured milestones and automated alerts
• Communicate with customers and stakeholders remotely regarding escalations, updates, and major incidents
• Develop and enforce SOPs, checklists, and best practices for field technicians
• Coach, train, and evaluate technicians, conduct performance reviews, and improve first-time-fix rates
• Manage parts inventory and vendor relationships; coordinate workflows and vendor SLAs
• Generate and present operational reports and dashboards covering SLA compliance, MTTR, FTF rate, utilization, and CSAT
• Lead post-incident reviews for critical incidents and implement corrective actions and knowledge updates
• Maintain safety, privacy, and compliance standards, ensuring adherence to on-site safety protocols
4. Requirements:
• 4+ years managing field service or technical support teams with dispatch and field technicians
• Proficient in Salesforce Service Cloud for ticketing, flows, entitlements, milestones, and reporting
• Strong knowledge of SLA design, enforcement, and escalation matrices
• Excellent communication skills for managing remote customer escalations
• Proven ability to coach and manage teams remotely
• Comfortable coordinating field activities without on-site customer visits
Preferred:
• Experience with mobile field tools such as Salesforce Mobile and Field Service Lightning
• Technical background relevant to serviced equipment or systems
• Experience managing inventory, parts, and vendor coordination
• ITIL Foundation or equivalent service management certification
5. Pay Range and Compensation Package:
• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.