Senior Manager, Customer Support

About Tekmetric

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. 

But we’re not just building software. We’re building a movement. 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.

What You'll Do

In this role, you lead our Customer Support department with the goal of driving successful outcomes and long term customer satisfaction.  You know what it takes to provide world-class customer support, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including response times, CSAT, NPS, and renewal rates)

You will be responsible for:

• 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

What You’ll Bring

You are a proven, empathetic and dynamic leader that motives those around you. You will combine business acumen, executive presence and exceptional leadership skills, and a pursuit of quality and delivery excellence. You enjoy a fast paced environment where technology change and innovation are constant. 

• 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 

 

Who You Are

Successful candidates will also demonstrate many of the characteristics that our core values represent:

• Build things that matter: 
• You have a love of building something new or improving on current processes and care about making a positive difference.
• We’re all entrepreneurs: 
• You love learning new things and are comfortable working in a startup-like, dynamic environment -- moving quickly, even in the face of ambiguity. You are a self-directed leader who can jump in, structure their own work, and figure out how best to execute a plan yourself and with