Manager, Customer Support

Rapid Works is the leading construction tech SaaS solution for resource planning for heavy equipment subcontractors in the $1.8 trillion construction industry. Founded by experts in construction and heavy equipment fleet management, Rapid's products help subcontractors manage and optimize their businesses with simplified scheduling and dispatching, mobile workforce monitoring and ticketing, invoicing and collections, and performance tracking.

With headquarters in the US, and customers across 3 continents, Rapid Works helps hundreds of subcontractors transform their businesses to streamline their operations and increase profitability.

We're looking for a Manager, Customer Support to lead our established support team and shape the future of how we serve our customers. You'll own the support experience end to end, develop and coach the team, and serve as the voice of the customer to our Product and Engineering teams. You don't need to come from construction; we'll teach you the industry.

What matters most is strong support leadership, technical curiosity, comfort with emerging technology, and a real drive to help customers succeed.

• Lead, coach, and develop a team of product support specialists, setting clear goals and fostering a culture of ownership, urgency, and empathy for customers working in demanding field conditions.
• Own and drive our AI-enabled support strategy, identifying where AI tools and agents can improve the customer experience, including automated ticket triage and routing, AI-assisted responses, self-service chat, and knowledge base generation.
• Lead the rollout and adoption of AI across the support team, training support specialists to work alongside AI tools effectively, setting quality and accuracy standards, and ensure customers have a path to a human when needed.
• Measure the impact of AI initiatives on KPIs such as resolution time, CSAT, and team capacity, and refine the approach based on results and customer feedback.
• Own support operations including ticket queues, escalation paths, SLAs, staffing coverage (including early-morning and after-hours coverage aligned with dispatch schedules), and knowledge base management.
• Serve as the senior escalation point for complex or high-impact issues affecting dispatch, job ticketing, telematics, payroll, billing, and payments workflows.
• Translate customer problems into clear, prioritized feedback for Product and Engineering, and partner closely on bug triage, release readiness, and root‑cause analysis.
• Define and report on support KPIs such as first response time, time to resolution, CSAT, ticket volume trends, and escalation rates, using data to drive continuous improvement.
• Maintain and improve the knowledge base, internal playbooks, and training materials so they reflect how our customers actually work and serve as a reliable foundation for AI‑powered self‑service.
• Support the integration of acquired customer bases and products into a unified, scalable support model.
• Collaborate with Implementation, Customer Success, and Sales to ensure smooth onboarding and long‑term customer health.
• Help launch and support new products, preparing the team and customers for each release.

• 5+ years of experience in software product support, technical support, or customer operations, including 2+ years managing or leading a support team.
• Experience supporting B2B SaaS, ideally ERP, dispatch, field service, fleet management, or other operations software.
• Strong troubleshooting skills and comfort with technical topics such as mobile apps, GPS/telematics data, use of APIs, integrations, SQL queries etc.
• A track record of improving support processes, setting and hitting SLAs, and using metrics to drive results.
• Experience with…