Manager, Customer Support

Manager, Customer Support

Location: Houston, Texas metro area candidates only (onsite 2-days a week — hybrid work environment)

Immediate Supervisor: Chief Customer Officer

Travel: Up to 20% travel as necessary for customer escalations, team events, and industry conferences

Salary Range: $90,000 - $110,000 base salary range

About PCS

With almost 30 years of proven reliability, PCS Software, Inc., is the all-in-one Transportation Management System trusted by more than 1,000 carriers and brokers is a leading provider of transportation management solutions. PCS is dedicated to empowering carriers, brokers, and shippers to streamline operations, improve efficiency, and maximize profitability. With a suite of advanced software tools, PCS supports the entire freight lifecycle from planning and execution to compliance and analytics.

With Cortex AI embedded, PCS TMS turns data into decisions — helping customers work smarter, faster, and more profitably every day.

Job Description

As the Manager, Customer Support at PCS Software, you will lead and develop a world-class customer support organization that is passionately focused on delivering exceptional customer value. You will be responsible for building and scaling a proactive, technology-enabled support team that resolves customer issues with urgency, empathy, and expertise — driving first-touch resolution, seamless cross-functional collaboration, and a consistently outstanding customer experience across every interaction.

This is a people-first leadership role. You will own the day-to-day performance of the Customer Support organization — managing a team of 5 or more direct reports across all support tiers, driving continuous improvement in operations and processes, and serving as a critical bridge between customers, the Customer Success team, and PCS Product and Engineering. Your team is not simply a reactive help desk — it is a strategic function within the broader Customer Experience (CXT) organization, actively contributing to customer retention, revenue protection, and growth.

Responsibilities

Team Leadership & Development

• Lead, coach, and develop a high-performing Customer Support team of 5 or more team members across Specialist, Senior Specialist, and Team Lead levels.

• Set clear performance expectations, conduct regular one-on-ones, deliver call coaching and calibration sessions, and perform annual performance reviews.

• Foster a culture of accountability, continuous learning, customer obsession, and professional excellence aligned with PCS CXT values.

• Own new hire onboarding and ongoing training and development for all Customer Support team members in partnership with the Manager, Customer Training.

• Act as a delegate and decision-making authority for the Customer Success organization when needed, supporting cross-functional leadership continuity.

Customer Support Operations

• Oversee all customer support operations across phone, email, chat, and ticketing channels — ensuring timely, high-quality resolution of customer issues at every tier.

• Champion first-touch resolution across the team, ensuring Tier 1 issues are resolved without unnecessary escalation and that escalation paths are seamless and client-transparent when escalation is required.

• Manage and continuously improve support workflows, escalation protocols, and service level processes to deliver a consistent, world-class customer experience.

• Handle escalated customer cases personally when required, including executive-level customer issues requiring senior leadership engagement.

• Maintain deep familiarity with the PCS TMS platform and Cortex AI capabilities to support the team and engage directly with customers on complex issues.

Performance Management & Reporting

• Monitor and analyze key support performance metrics including CSAT, first response time, resolution time, first contact resolution (FCR), call coaching scores, and calibration scores.

• Deliver regular performance reports and portfolio health updates to the Chief Customer Officer and CXT leadership.

• Identify performance trends, address gaps proactively, and implement targeted improvement initiatives to meet and exceed…