Manager, Customer Support

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive — not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters: delivering exceptional service, earning trust, and growing sustainably.

Officially founded in Houston in 2017, Tekmetric has grown from a single shop’s vision to the industry’s leading solution — all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. We’re empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward — one interaction at a time.

Come build with us. Join the journey. Shape the future of auto repair.

As a Manager of Customer Support, you will lead our Customer Support department with the goal of driving successful outcomes and long-term customer satisfaction. You will combine business acumen, executive presence, and leadership skills with a pursuit of quality and delivery excellence. You know what it takes to provide world-class customer support, and you will monitor the KPIs and outcomes for your team (including response times, CSAT, NPS, and renewal rates).

You will be responsible for:

• Maintaining best-in-class SLAs for customer support communication channels, including phone, chat, and email
• Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance
• Driving operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score), and with fewer resources
• Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships
• Gathering results, analysis, quality control metrics, client feedback, questions, audit results, and other forms of output to monitor, manage, and implement additional training and support services as required to ensure the highest quality of services to the customer
• Working collaboratively with internal stakeholders such as product, sales, and other departments, along with external partners, to build customer success programs for new product offerings
• Partnering cross-functionally to ensure milestones and deliverables are met on time and within budget
• Leading collaboration and change management with other teams to ensure support-related requirements are created, defined, and approved

• 3+ years of experience in a leadership role overseeing customer support, preferably in a SaaS environment
• Expertise in customer service operations, processes, and infrastructure in support
• Experience in addressing customer needs by leveraging AI tools
• Ability to gain a deep understanding of customers' concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
• Prior success in establishing and analyzing business processes that drove higher operational efficiencies and customer satisfaction
• Experience successfully recruiting, building, training, and promoting world-class teammates
• Excellent collaboration skills and a team focus
• Zendesk experience is a plus
• Candidates must be local to Houston; this is a hybrid work model with 3 days a week in the office

Health & Wellness That Have You Covered:

• Enjoy the flexibility of remote work
• Competitive base salaries that reflect your value
• Generous paid time off to rest and recharge
• Support for every stage of life with paid maternity, parental bonding, and medical leave
• Comprehensive health benefits (Medical, Dental, Vision, and Prescription). Plans for employees may cover 100% of premiums with partial coverage for families
• Free, confidential counseling through our Better Help partnership

Investing in Your Future (and Present):

• 401(k) with employer match on contributions up to 6%
• FSA/HSA options
• Life and AD&D insurance
• Wellness reimbursement up to $60/month
• Home office setup bonus after one year of employment
• Support for continuing education

Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities.

Tekmetric is an equal opportunity employer. We hire hard-working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We are committed to reasonable accommodations in the job application and interview process; please contact us to request accommodation.

Note:

This refined description excludes application-form sections and unrelated boilerplate content present in the original.