Customer Support Manager

United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

SaaS, Fleet Management, Transportation TechnologyIndustries

Requirements

Candidates must have over 4 years of experience managing a customer support team within a fast-growing SaaS company. Demonstrated success in scaling strategies and case deflection is required, along with proficiency in support tools like Salesforce Service Cloud, Slack, and knowledge-based platforms. Prior experience in a customer support leadership role with a proven ability to build effective remote relationships is essential.

Responsibilities

The Customer Support Manager will oversee daily support team operations, monitor key metrics, and set clear team goals to enhance customer experience. They will foster a culture of accountability, mentor and retain high-performing team members, and collaborate cross-functionally to improve product supportability. The role also involves acting as an escalation point for urgent customer needs and partnering with enablement teams to develop customer-facing knowledge resources.

Skills

Customer Support Management

SaaS

Customer Empathy

Mentorship

Team Leadership

Customer Experience

Problem-Solving

Cross-functional Collaboration

Escalation Management

Fleetio

Fleet management software for tracking operations

About Fleetio

Fleetio provides fleet management software that helps organizations track, analyze, and improve their fleet operations. The software allows users to manage vehicles, equipment, parts, and operators in a streamlined manner. It operates on a subscription-based model, generating revenue through software licenses. Fleetio's platform is designed to be user-friendly and collaborative, making it easier for clients to manage their assets effectively. Unlike many competitors, Fleetio focuses on continuous enhancements to meet the changing needs of its users. The goal of Fleetio is to help businesses of all sizes improve their operational efficiency and manage their fleets more effectively.

Birmingham, AlabamaHeadquarters

2012Year Founded

$165.3MTotal Funding

SERIES_CCompany Stage

Automotive & Transportation, Enterprise SoftwareIndustries

201-500Employees

Risks

Emerging competition from Nayax's EasyFuelPlus could challenge Fleetio's market share.

Integration issues with Razor Tracking may affect customer satisfaction and retention.

Reliance on partnerships for new features poses risks if partners face difficulties.

Differentiation

Fleetio offers a comprehensive fleet management system with global reach and diverse clientele.

The platform integrates with FuelCloud and Fill-Rite for enhanced on-site fuel management.

Fleetio's mobile app now supports Spanish, broadening its accessibility to Spanish-speaking users.

Upsides

Fleetio's partnership with Razor Tracking enhances its vehicle and asset management capabilities.

The rise of electric vehicles presents opportunities for specialized EV fleet management tools.

Fleetio's focus on sustainability aligns with growing trends in eco-friendly fleet operations.

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