Customer Support Manager

About the Company

Armada is an edge computing startup that provides computing infrastructure to remote areas where connectivity and cloud infrastructure is limited, as well as areas where data needs to be processed locally for real-time analytics and AI at the edge. We’re looking to bring on the most brilliant minds to help further our mission of bridging the digital divide with advanced technology infrastructure that can be rapidly deployed anywhere.

Customer Support Manager 

Location: United States (Onsite) 
Department: Customer Experience (CX) 
Reports To: Head of Customer Experience 

About the Role 

We are looking for a Customer Support Manager to provide hands-on technical and operational support for our growing customer base. This role will own customer issue resolution across L1, L2, and L3 support, while also managing support operations functions such as ticketing workflows, reporting, and process improvements. 

In this role, you will be the first point of contact for customers, ensuring they receive exceptional support, meet compliance standards, and have a direct escalation path for critical issues. As our customer base grows, this position will evolve into a more specialized leadership role. 

Key Responsibilities 

Customer Support & Escalations (L1-L3) 

• Serve as the primary support manager for customers, ensuring fast response times and SLA compliance. 
• Handle L1 (basic troubleshooting), L2 (technical support), and L3 (escalations to engineering) based on issue complexity. 
• Act as a customer advocate, driving resolution for high-priority issues and ensuring a smooth support experience. 
• Collaborate with internal teams (Product, Engineering, and Customer Success) to resolve complex technical problems. 

Support Operations & Process Management 

• Own and manage ticketing systems (ZohoDesk, or equivalent), ensuring efficient issue tracking and resolution. 
• Develop and refine support processes, escalation workflows, and automation strategies to improve efficiency. 
• Monitor support metrics (CSAT, response times, resolution rates) and provide insights to leadership. 
• Assist in building a knowledge base and self-service resources for internal and external use. 

Customer Engagement & Proactive Support 

• Identify trends in customer issues and proactively work on solutions to reduce ticket volume. 
• Conduct post-incident reviews to improve root cause analysis and drive continuous improvement. 
• Train and mentor new support hires as the team scales. 

Qualifications 

Required: 

• 5+ years of experience in Customer Support or Technical Support within SaaS, telecom, or a related industry. 
• Strong background in troubleshooting, ticket management, and escalation handling (L1-L3 support). 
• Familiarity with ticketing and support platforms (e.g., ZohoDesk, Zendesk, Salesforce Service Cloud). 
• Ability to work independently and manage multiple priorities in a fast-paced environment. 
• Experience working with enterprise customers, including SLA compliance. 

Nice-to-Have: 

• Experience in Support Operations, including reporting, process improvement, and automation. 
• Knowledge of compliance and security requirements for government customers (FedRAMP, NIST, etc.). 
• Exposure to AI-driven customer support tools and self-service enablement strategies. 
• Basic scripting or API troubleshooting skills. 

You're a Great Fit if You're

• A go-getter with a growth mindset. You're intellectually curious, have strong business acumen, and actively