Senior Manager, Customer Support

Senior Manager, Customer Support

Tekmetric is the all-in-one, cloud-based platform helping auto repair shops run smarter, grow faster, and serve customers better. Built by a shop owner and shaped by the needs of the industry, Tekmetric brings together innovation, real-world experience, and a thriving community to help shops thrive - not just survive. From running a shop, to securing payments to engaging customers, our platform simplifies operations so shop owners can focus on what really matters : delivering exceptional service, earning trust, and growing sustainably.

Officially founded in Houston in 2017, Tekmetric has grown from a single shop's vision to the industry's leading solution - all by staying true to our values of transparency, integrity, innovation, and a service-first mindset. But we're not just building software. We're building a movement. We're empowering repair shops to rise above the daily grind, create meaningful connections with their customers, and lead the industry forward - one interaction at a time.

Come build with us. Join the journey. Shape the future of auto repair.

What You'll Do

In this role, you lead our Customer Support department with the goal of driving successful outcomes and long term customer satisfaction. You know what it takes to provide world-class customer support, and you can do all the above while keeping an eye on the KPIs and outcomes for your team (including response times, CSAT, NPS, and renewal rates).

You will be responsible for :

• Maintain best in class SLA's for customer support communication channels, including phone, chat, and email
• Establish quarterly strategy and corresponding KPIs, prioritize work and monitor team performance
• Drive operational efficiencies in support that allow us to continuously resolve prioritized issues faster, more effectively (higher customer satisfaction score) and with less resources.
• Manage critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships.
• Gather results, analysis, quality control metrics, client feedback, questions, audit results and other forms of output in order to monitor, manage and implement additional training and support services as required to ensure the highest quality of services to the customer.
• Work collaboratively with internal stakeholders such as product, sales, and other departments along with external partners to build customer success programs for new product offerings.
• Partner cross-functionally to ensure milestones and deliverables are met / delivered on-time and within budget.
• Lead collaboration and change management with other teams to ensure support-related requirements are successfully created, defined, and approved

What You'll Bring

You are a proven, empathetic and dynamic leader that motives those around you. You will combine business acumen, executive presence and exceptional leadership skills, and a pursuit of quality and delivery excellence. You enjoy a fast paced environment where technology change and innovation are constant.

Who You Are

Successful candidates will also demonstrate many of the characteristics that our core values represent :

Why You'll Love Working With Us

Health & Wellness That Have You Covered :

Investing in Your Future (and Present) :

Most importantly, we have a stellar team of coworkers, a really cool office, and lots of fun activities!

Tekmetric is an equal opportunity employer. We hire hard working individuals, regardless of gender, race or color, ethnicity or national origin, age, disability, religion, sexual orientation, gender identity or expression, or veteran status. We know that when our employees feel appreciated and included, they can be more creative, innovative and successful. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.