Support Manager

About FieldStackWe take the complexity out of technology so retailers can achieve omnichannel excellence, create great customer experiences, and profitably grow their businesses.Our single unified commerce platform with advanced analytics includes all the core systems needed to run a thriving retail chain --- POS & Store Ops, eCommerce, Inventory & Supply Chain, Loyalty, CRM, and more. Data is collected everywhere and flows throughout the systems in real-time, which enables better decisions and makes it easy to optimize every part of a business. Through our Shared Success Partnership Model, we sit on the same side of the table as our clients, helping them continuously innovate and adapt to ever-changing customer expectations.At FieldStack, our team is on a mission. We use our collective talent, ambition, and creativity to unleash the hidden potential of technology and data-driven automation for retailers. We support each other and live by 4 core values: create wildly successful clients, have an entrepreneurial spirit, engage with empathy, and be tenacious. Together, we transform our clients' businesses into lean, customer-centric, data-driven operations.Support ManagerFieldStack is seeking a Support Manager to lead and grow our Client Success support team. This is a people-first leadership role focused on building a high-performing team of Technical Support Engineers and Analysts who deliver exceptional client experiences.The ideal candidate is a proven people manager who thrives on developing talent, handling complex escalations with grace, and building systematic processes that scale. You'll be the cornerstone of our support operations, ensuring both team success and client satisfaction through strong leadership, clear communication, and meticulous organization.This is an on-site role based in our South Portland office four days a week with one day working from home. This position reports to the VP of Client Success.Essential Functions:Team Leadership & DevelopmentLead, mentor, and develop a team of Technical Support Engineers and AnalystsConduct regular staff check-ins, performance reviews, and career development planningCreate and execute training programs to continuously elevate team capabilitiesInterview, hire, and onboard new team membersFoster a collaborative, supportive team culture aligned with FieldStack valuesEscalation & Client Relationship ManagementServe as the primary escalation point for complex client issues and sensitive situationsMaster the art of de-escalation, turning frustrated clients into advocatesBuild and maintain strong relationships with key client stakeholdersEnsure clear, empathetic communication throughout the resolution processAct as the voice of the client to internal teams and product developmentOperational Excellence & Process ManagementDesign and implement systematic approaches to support operationsMonitor and analyze key metrics (response time, resolution time, client satisfaction, team performance)Create and maintain comprehensive documentation and knowledge basesEstablish and refine escalation procedures and service level agreementsDrive continuous improvement initiatives based on data and client feedbackManage support ticket workflows and ensure efficient case routingStrategic Planning & Cross-Functional CollaborationBalance day-to-day operations with long-term strategic planningCollaborate closely with Account Management, Product, Development, and Sales teamsProvide insights and recommendations to improve product functionality based on client feedbackContribute to department goals and organizational objectivesParticipate in client success planning and account management activitiesRequired Qualifications:Management & Leadership ExperienceMinimum 3+ years managing technical teams, with proven success in team development and performance managementStrong track record of hiring, mentoring, and retaining talentDemonstrated expertise in escalation management and conflict resolutionExperience building and implementing systematic processes and proceduresCommunication & Organizational SkillsExceptional verbal and written communication skills with ability to adapt style to different audiencesOutstanding organizational skills with keen attention to detailExcellent time management and prioritization abilitiesStrong analytical and problem-solving skills, including creative approaches to challengesIndustry & Technical UnderstandingMinimum 3+ years in product support, client success, or related customer-facing roleSaaS experience strongly preferredUnderstanding of support metrics and KPIsAbility to quickly learn complex software products and communicate functionality to clientsPreferred Qualifications:Technical SkillsExperience with SQL commands and database management (SSMS)Familiarity with HTML, CSS, and basic web technologiesUnderstanding of source control systemsExperience with Windows and other operating systemsHardware and application troubleshooting experienceReport building from data sourcesIndustry ExperienceRetail or commerce platform experienceExperience in fast-paced SaaS environmentsWhat Success Looks Like:Team members are engaged, growing, and consistently meeting performance goalsClient escalations are resolved quickly with high satisfaction scoresSupport processes run smoothly with minimal bottlenecksYou've built a support organization that scales with company growth

Created: 2025-09-21