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Salary: USD 100,000 - 0 / annual
First Due is a cloud-native software platform serving fire and EMS agencies across the United States. The company powers incident reporting, pre-incident planning, ePCR, scheduling, fire prevention, mobile response, training, and AI-powered analytics for over 3,000 agencies and 500,000 first responders. First Due is FedRAMP High certified and counts FDNY among its flagship customers.
The Customer Support function is undergoing significant transformation to build a professionally scaled, data-driven organization with real infrastructure, process discipline, and career paths. This Manager role is critical to that build.
You will own the daily execution and operational health of the support team, reporting to the VP of Customer Support. You will directly manage team leads and individual contributors, accountable for team performance, development, and output against defined standards and KPIs.
Key responsibilities include: monitoring ticket volume, aging, backlog growth, and routing accuracy daily; ensuring correct triage, assignment, and SLA compliance; managing escalations and coaching agents; running daily/weekly operational cadences (queue reviews, stand-ups, ticket audits, backlog scrubs); acting as hands-on escalation point for complex customer issues.
You will directly manage support agents and team leads, setting clear expectations and holding the team accountable. You own the QA and coaching cycle, reviewing tickets regularly to identify performance patterns and running structured coaching sessions. You track individual and team KPIs (CSAT, first response time, time to resolution, first contact resolution, ticket volume, quality scores) and use data to drive coaching.
You will conduct regular 1:1s focused on development, unblocking, and honest feedback. You identify performance gaps early and address them directly, building performance improvement plans when necessary. You own onboarding for new support team members with a structured ramp program. You develop and maintain training materials, knowledge resources, and competency benchmarks. You identify high-potential individuals and invest in their development, monitor team morale and workload distribution, and foster a culture of ownership and curiosity.
The ideal candidate has hands-on experience running support operations at the ground level: managing support queues, coaching agents through difficult tickets, building QA programs that changed behavior, and using data to identify operational issues proactively. You understand what good looks like because you have built it yourself. This is a building role, not a maintenance role.
