Tekmetric · 2 months ago
Senior Manager, Customer Support
Houston, Texas
Full-time
Hybrid
Senior Level
5+ years expTekmetric is a cloud-based platform dedicated to helping auto repair shops enhance their operations and customer service. The Senior Manager of Customer Support will lead the Customer Support department, focusing on driving customer satisfaction and operational efficiencies while managing team performance and critical customer escalations.
AutomotiveSaaSSoftware
Responsibilities
Maintain best in class SLA’s for customer support communication channels, including phone, chat, and email
Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance
Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources
Manage critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships
Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer
Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings
Partner cross-functionally to ensure milestones and deliverables are met/delivered on-time and within budget
Lead collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved
Qualification
Required
5+ 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 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 business operational efficiencies and customer satisfaction
Experience successfully recruiting, building, training, and promoting world class teammates
Excellent collaboration skills and team focus
Clear understanding of core drivers of Customer Success
Candidates must be local to Houston; this is a hybrid work model
Benefits
Enjoy the flexibility of remote work
Competitive base salaries that reflect your value.
Generous Paid Time Off, because we know you do your best work when you're well-rested.
Support for every stage of life—with paid maternity, parental bonding, and medical leave for you or your loved ones.
Comprehensive health benefits, including Medical, Dental, Vision, and Prescription coverage. For employee only, we offer plans that cover 100% of premiums and we cover 50% of costs for families.
Prioritizing your mental health: get free, confidential counseling through our partnership with BetterHelp.
401(k) Retirement Savings Plan with 100% employer match on contributions up to 6% - so your future self will thank you.
Flexible Spending Accounts (FSA) and Health Savings Accounts (HSA) to make your money go further.
Life and Accidental Death & Dismemberment (AD&D) Insurance for added peace of mind.
Wellness on your terms: get up to $60/month toward fitness, mental health, or almost anything that helps you feel your best.
After one year of employment, enjoy a $300 home office setup bonus to help make your space work for you.
Keep growing with support for continuing education - we’re invested in your development.
Company
Tekmetric
Digital vehicle inspections, repair orders, inventory, job progress, customer communication, & much more.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$1.64MKey Investors
Susquehanna Growth Equity
2022-03-16Private Equity
2018-08-28Series Unknown· $1.14M
2016-01-01Seed· $0.5M
Leadership Team
Taylor Fuqua
CTO
Aaron Szafran
Partner Manager
Recent News
2025-11-13
2025-11-10
Company data provided by crunchbase