Customer Support Manager, Radar

• 6+ years of experience in B2B SaaS, IoT and hardware systems customer support, including at least 3 years in a manager or team lead role
• Strong understanding of cloud platforms, APIs, hardware/software interactions, and basic networking
• Excellent analytical troubleshooting skills; comfortable reviewing logs, dashboards, system behavior, and API responses
• Experience driving frontline support operations: triage management, quality reviews, scheduling, and SLA adherence
• Skilled in documentation, process structure, and building/improving support workflows
• Comfortable collaborating with cross-functional partners in engineering, operations, and customer environments
• Proficiency with tools like Zendesk, Jira/JSM, and other Atlassian products
• Exceptional customer service skills with a problem-solving attitude
• Strong organizational and time management skills with the ability to prioritize and manage multiple tasks
• Exceptional communication skills - able to explain complex technical concepts in clear, simple terms to non-technical users

Desirable

• The Customer Support Manager will oversee the day-to-day execution of RADAR’s frontline support operations, leading a team responsible for triage, troubleshooting, escalation, and customer communication across a complex hardware–software ecosystem
• You’ll partner closely with the Engineering and triage team, NOC, Solutions, and Customer Operations & Experience to refine processes, enhance documentation, strengthen tooling, and ensure our support function is fast, reliable, and customer-centric
• This role blends operational leadership with hands-on technical oversight, keeping a close pulse on support quality, accelerating resolution times, managing ticket workflows, and delivering clear, actionable reporting to our customers and internal teams
• This role is ideal for someone with strong experience supporting B2B SaaS and IoT products, who understands the nuances of hardware + cloud systems and has foundational knowledge of retail technology environments
• Lead, coach, and develop RADAR’s frontline support team; oversee daily ticket flow, prioritization, and response quality
• Ensure timely, accurate troubleshooting across sensors, controllers, the RADAR cloud platform, APIs, and store-level integrations
• Maintain high support quality by reviewing cases, providing feedback, and ensuring consistent communication standards
• Produce customer-facing reporting on ticket trends, root causes, resolution times, and ongoing improvements
• Collaborate with broad stakeholder teams on issue resolution and long-term fixes
• Own improvements in support documentation, playbooks, troubleshooting guides, and external knowledge bases
• Support tooling ownership, helping optimize workflows in Zendesk, Jira, Confluence, internal Support tooling, and reporting dashboards
• Identify recurring issues, quantify impact, and help drive improvements across product, deployment, engineering and support processes
• Ensure SLAs, on-call coverage, and escalation protocols are followed consistently
• Contribute to global support readiness as RADAR expands into new regions, including documentation and process scaling
• In your first 30 days, you will:
• Learn Radar’s mission, technology stack and core values
• Complete onboarding and security compliance training
• Develop strong understanding of RADAR sensors, controllers, cloud platform, and support workflows
• Shadow support rotations to observe triage, escalation, and troubleshooting flows
• Review existing documentation, SLAs, tooling configs, and reporting gaps
• Build an initial assessment of quality, speed, and common case patterns
• In your first 60 days, you will:
• Begin optimizing triage workflows, ticket routing, and communication templates
• Establish baseline dashboards for SLA measurement, ticket analytics, and team performance
• Publish or refresh key knowledge base articles and troubleshooting guides
• Implement early improvements in tooling, tagging, automation, or reporting
• Strengthen cross-functional working rhythms with Engineering and Deployment
• In your first 90 days, you will:
• Fully own daily customer support operations - load balancing, quality control, training, and reporting
• Deliver a support improvements plan outlining upgrades to processes, documentation, and tooling
• Launch updated customer-facing reporting and internal dashboards
• Build a stronger coaching, QA, and review framework for support agents
• Support readiness planning for new retailers and regions