Customer Support Manager

Post Date

Jun 26, 2025

Location

Fairpoint,
New York

ZIP/Postal Code

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US
Sep 05, 2025 Insight Global

Job Type

Perm

Category

Help Desk

Req #

ATL-791601

Pay Rate

$80k - $100k (estimate)

Job Description

Youll lead a small but growing support operation (currently six agents) and jump in personally when high-stakes issues arise. Your mandate: tighten day-to-day ticket management, improve after-hours accountability, and be the voice of the customer across Alpine.

100K OTE

We are a company committed to creating inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity employer that believes everyone matters. Qualified candidates will receive consideration for employment opportunities without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, disability, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to Human Resources Request Form. The EEOC "Know Your Rights" Poster is available here.

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Required Skills & Experience

Experience leading a customer-facing team (support, service, call center, or similar)
Demonstrated success improving ticket workflows, KPIs, or CSAT
Ability to learn Zendesk (views, SLAs, Explore, QA)
Strong analytical & process-design skills; KPI-driven mindset
High emotional intelligence and calm under pressure
Willingness to be hands-on and cover shifts in a lean environment

Nice to Have Skills & Experience

Experience with public-safety or other mission-critical software
Familiarity with NFIRS/NEMSIS or fire-service operations
ITIL, HDI, or similar certification
Experience scaling a support org from 5 to 10+ people
Background collaborating with Professional Services or Customer Success
B2B software experience

Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.