Manager Technical Customer Support; Curator of Customer Experience

Description

Hybrid — Glendale, Arizona

Do you get a little too excited when the call queue is empty? Do you know your CSAT, TTFR, TTR, and handle time without having to look them up? Do you see a recurring support ticket and immediately start wondering whether we can eliminate the root cause instead of answering it for the 100th time?

Good. Keep reading.

RTA is looking for a Manager, Technical Customer Support to lead our Tier 1 and Tier 2 Customer Support teams and help us continue raising the bar on what exceptional technical support looks like.

This is a player/coach leadership role for someone who loves developing people, understands technical software support, lives in the data, and knows that the best support organizations don't just close tickets—they make customers more successful and help make the product better.

You'll also have something that doesn't exist everywhere: close partnership with Engineering, QA, and Product. When a customer has a problem, we solve it together. We don't play ticket tag.

And yes, AI matters here.

You don't need to walk in with every AI answer already figured out. You do need to be curious, forward-thinking, and able to develop a practical strategy for where AI can make Technical Support smarter—whether that's ticket triage, knowledge management, response quality, QA, coaching, analytics, or eliminating repetitive work so your team can focus on the customer interactions where humans matter most.

If you're a technical support leader who loves great service, great teams, great data, and making things better than you found them, you might be our kind of Curator of Customer Experience.

If you join RTA, these are the three things we’ll look back on and say, “Yep, that’s why we hired you.”

Lead, coach, and develop RTA’s Tier 1 and Tier 2 Customer Support teams while creating clear expectations, accountability, strong operating rhythms, and continuous professional and technical growth. You’ll stay close to the work, understand what’s happening in the queue, coach from real data and customer interactions, remove roadblocks, and help your people get better.

Own and continuously improve CSAT, TTFR, TTR, handle time, support volume, and other key service measures. Use the data to improve performance, staffing, workflows, and processes. Identify recurring customer issues and partner with Product, Engineering, QA, Customer Success, and Implementation to eliminate root causes. The best ticket is sometimes the one the customer never has to submit.

Develop and execute a practical AI strategy for Technical Customer Support. Identify where AI can improve ticket triage, knowledge surfacing, response drafting, quality assurance, coaching, analytics, reporting, documentation, and workflow efficiency. You don’t need to have implemented every AI use case before; you do need to understand the opportunity, learn quickly, experiment thoughtfully, bring your team along, and measure whether the technology is actually making support better.

Lead, mentor, and develop Tier 1 and Tier 2. Set clear expectations, run effective 1:1s, coach performance, create accountability, and build an environment where strong people continue to grow.

Maintain an exceptionally high bar for customer service and ensure service quality remains central to how the team operates.

Own CSAT, TTFR, TTR, handle time, support volume, and other meaningful service metrics. Use data to…