Tier 3 Support Associate Manager
SpotOnAbout the role
- Named the #1 Restaurant POS by G2 (Fall 2025), based on ratings from real users
- Rated the top-rated point-of-sale (POS) for restaurants, bars, retail, and small businesses by Capterra users
- Awarded Great Places to Work and Built In’s Best Workplaces for multiple years running
Tier 3 Support Associate Manager
Location: Chicago, IL
The Tier 3 Support Associate Manager is responsible for leading and managing a team of 10-12 Enterprise Support Specialists to ensure high-quality technical support and exceptional customer service for enterprise clients. This role involves overseeing daily operations, optimizing support processes, coaching team members, and collaborating with cross-functional departments to drive customer satisfaction and operational efficiency. Shifts for this position will be in support of the manager of Tier 3 support, covering non-traditional hours (nights & weekends) and working towards 24/7 coverage.
Key Responsibilities:
Team Leadership & Management:
- Supervise, mentor, and develop a team of 10-12 Enterprise Support Specialists, fostering a high-performance culture.
- Conduct regular 1:1 meetings, performance evaluations, and career development plans for team members.
- Monitor team performance metrics (e.g., resolution time, customer satisfaction scores) and implement improvements.
- Ensure appropriate staffing coverage and shift scheduling to meet service level agreements (SLAs).
- Manage staffing levels and adherence to SLA’s for the Tier 3 Support Talkdesk Queue
Operational Efficiency & Process Improvement:
- Oversee support ticket workflows, escalations, and case management to ensure timely issue resolution.
- Identify opportunities to enhance support processes, automation, and knowledge base resources.
- Collaborate with engineering, and product teams to provide feedback on recurring customer issues and drive product improvements.
- Implement best practices for incident management, root cause analysis, and problem resolution.
Customer Experience & Relationship Management:
- Ensure high levels of customer satisfaction by providing proactive and effective support solutions.
- Act as a point of escalation for complex customer issues and manage critical incidents.
- Establish strong relationships with enterprise clients, understanding their needs and aligning support strategies accordingly.
- Work with client services teams to drive customer retention and engagement.
Reporting & Analytics:
- Analyze support data and generate reports on key performance indicators (KPIs), trends, and team productivity.
- Provide insights to senior management on customer pain points, team effectiveness, and improvement areas.
- Track and manage SLA adherence and customer support satisfaction ratings.
Qualifications & Skills:
- Education: Bachelor’s degree in Information Technology, Business Administration, or a related field preferred (or equivalent work experience).
- Experience: 5+ years in technical support, customer support, or enterprise support, with at least 2 years in a leadership or managerial role.
- Strong understanding of customer support environments, and ticketing systems (e.g., Salesforce, ServiceNow, Zendesk).
- Excellent problem-solving skills, critical thinking, and ability to manage high-pressure situations.
- Effective communication and interpersonal skills for both technical and non-technical stakeholders.
- Experience with support metrics, KPIs, and process optimization.
- Availability on nights and weekends
- Familiarity with POS systems, supplemental hardware, network infrastructure, and service industry workflows are a plus.
Benefits:
At SpotOn, we put people above everything else. We’re known for our innovative software and technology solutions, but we stand out bec
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