Department: Customer Support

Reports To: Chief Information Officer

Role Summary 

The Support Manager is responsible for leading the Land Gorilla Customer Support team in delivering exceptional technical support and customer service. This role is a critical bridge between customers and internal technical teams (Development, QA, Product Management). It requires a blend of technical expertise and people management skills to ensure timely issue resolution, maintain high customer satisfaction (CSAT), and drive continuous improvement in support processes to align with enterprise-level service delivery standards. 

Key Responsibilities

• Support Operations Management: Oversee daily operations, manage coverage across all support channels (phone, email, chat, ticketing), establish and maintain Service Level Agreements (SLAs), optimize support workflows, and manage support tools and systems. 
• Team Leadership & Development: Recruit, train, coach, and develop a high-performing support team. Conduct performance reviews, establish clear expectations, and foster a collaborative team culture focused on continuous learning and psychological safety. 
• Cross-Functional Collaboration: Partner with Development, QA, and Product Management to communicate customer-reported issues, prioritize bug fixes, provide feedback on feature requests, and contribute to release planning and UAT processes. 
• Customer Experience & Satisfaction: Serve as the escalation point for complex technical issues. Develop proactive communication strategies for known issues and updates, monitor CSAT trends, and implement customer feedback processes. 
• Process Improvement & Quality Assurance: Analyze support trends to identify recurring issues, implement root cause analysis (RCA), develop Standard Operating Procedures (SOPs), establish quality monitoring frameworks, and lead continuous improvement initiatives. 
• Data-Driven Management: Develop support dashboards, provide regular reporting on metrics and trends, use data analytics to forecast volume and optimize resource allocation, and track bug patterns to inform development prioritization. Required Qualifications 

Experience & Education:

• Minimum 5-7 years of progressive experience in technical customer support with at least 3 years in leadership roles.
• Bachelor's degree in Computer Science, IT, Business Administration, or related field preferred.
• Experience in SaaS, construction, real estate, or financial services software environments is desirable.
• Proven track record of building and leading high-performing support teams and implementing support tools and QA frameworks.

Technical Expertise:

• Strong understanding of web-based software applications, databases, and system architecture concepts.
• Proficiency in support ticketing systems (Zendesk, Freshdesk, Jira, or similar) and CRM platforms.
• Familiarity with SQL for basic data queries and troubleshooting.
• Understanding of the Software Development Lifecycle (SDLC) and Agile/Scrum methodologies.

Leadership & Management Skills:

• Demonstrated success in coaching and retaining technical support teams.
• Strong conflict resolution and de-escalation skills.
• Experience implementing service management frameworks (ITIL or similar).
• Track record of driving process improvement and operational efficiency.

Communication & Customer Focus:

• Exceptional written and verbal communication skills for both technical and non-technical audiences.
• Ability to translate complex technical issues into clear customer communications.
• Demonstrated commitment to customer satisfaction and an empathetic approach to customer interactions.

BENEFITS:

• Health (+Dependent Coverage), Dental, and Vision Insurance Package
• 12 Observed Holidays
• Paid Time Off: Accrues up to 160 hours/ 20 days
• Paid Sick Leave: 40 hours
• 2 Floating Holidays
• Paid Family Leave
• 401 (k) and Company Matching
• Employee Assistance Programs (EAPs) for Mental Health, Financial Planning, Crisis Intervention
• Remote Company - Work From Home Policy

Compensation: range is $85,000- $110,000/year, Full-time

The actual pay offered to the successful candidate will be based on multiple factors, including but not limited to job-related knowledge/skills, experience, and geographical location. It is not typical for an individual to be hired at the high end of the range for their role, and compensation decisions are dependent upon the facts and circumstances of each position and candidate.

Candidates must reside in one of the following states: CA, WA, AZ, ID, VA, TX, FL, NC, TN, and MD. We can not consider or hire anyone who resides outside of these states.

Land Gorilla is an equal-opportunity employer and values diversity at our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any other protected characteristic.