Customer Support Manager

It's fun to work in a company where people truly BELIEVE in what they're doing!

Fullsteam is a leading provider of vertical software and embedded payments technology dedicated to helping businesses flourish by providing their customers with seamless experiences. With a dynamic and growing team of over 1,900 employees, we are committed to driving innovation and delivering best-in-class software and payment solutions that empower small and medium-sized businesses across numerous industries. Our purpose is to help our customers grow their businesses and delight their customers. Join us and be a part of a forward-thinking company that values growth, excellence, and the success of our clients.

The Support Manager leads our customer support function by owning support workflows, tools, and processes to ensure timely, effective resolution of customer inquiries. You’ll collaborate closely with cross-functional teams—including Sales, Product, and Implementation—to maintain clear escalation paths, manage support SLAs, and drive continuous improvement initiatives. You’ll establish and maintain support knowledge bases, coach and mentor the support team, and analyze metrics to identify trends and areas for enhancement. Success in this role requires outstanding communication skills, a customer-first mindset, and the ability to balance team leadership with hands-on problem solving to deliver exceptional, consistent customer experiences.

Primary Responsibilities:

• Ensure the satisfaction of our customers by monitoring feedback, driving resolution follow-through, and proactively addressing concerns
• Foster a culture of growth and excellence through ongoing coaching, mentorship, and recognition of high-performance
• Own and maintain standardized support templates, processes, and documentation—building and enforcing procedures across the team
• Monitor support performance against SLAs, backlog, and workload; manage and adjust to KPIs as needed, and proactively identify, track, and escalate risks or recurring issues
• Manage the capacity of the team, reprioritizing shifts and workload to meet service demands and coverage requirements
• Communicate needs to other departments and senior leadership—escalating resource requests, system impacts, and process improvement opportunities
• Ensure the team has the tools, resources, and support required to excel by proactively identifying needs and removing roadblocks.
• Ability to travel 1-2 weeks out of the year. This includes planning and attending the annual Support summit for the team as well as our annual user conference.

Skills & Competencies:

• Action-Oriented – Enjoys working hard; is action-oriented and full of energy for the things he/she sees as challenging; not fearful of action with a minimum of planning; seizes more opportunity than others.
• Deals with Ambiguity - Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; can comfortably handle risk and uncertainty.
• Collaboration - Actively and consistently seeks to work cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually beneficial partnerships, leverage information, and achieve results. Serves as a collaboration catalyst that motivates others to want to collaborate as well.
• Customer Focus – Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
• Emotional Intelligence - Has the ability to perceive emotions of non-verbal signals of others, reason with emotions to promote thinking and cognitive activity, understand emotions by interpreting the cause of others emotions and what they may mean, and manage emotions by having the ability to regulate emotions of self and react and respond appropriately to the emotions of others.
• Intellectual Horsepower - Is bright and intelligent; deals with concepts and complexity comfortably; described as intellectually sharp; capable, and agile.
• Learning on the Fly - Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
• Problem Solving - Uses rigorous logic and methods to solve difficult problems with effective solutions; probes all fruitful sources for answers; can see hidden problems; is excellent at honest analysis; looks beyond the obvious and doesn’t stop at the first answers.
• Drive for Results - Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.

Minimum Qualifications:

• Working knowledge of cloud-based SaaS applications.
• 2+ years of experience in technical customer support.
• Excellent management skills.
• Exceptional communication skills, highly organized and detailed person.
• Understanding technical concepts to provide guidance and solutions.

Fullsteam supports an inclusive workplace that values diversity of thought, experience, and background. Fullsteam is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state, or local law.