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
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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
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.