Customer Support Manager

About the Company

Armada is an edge computing startup that provides computing infrastructure to remote areas where connectivity and cloud infrastructure is limited, as well as areas where data needs to be processed locally for real-time analytics and AI at the edge. We’re looking to bring on the most brilliant minds to help further our mission of bridging the digital divide with advanced technology infrastructure that can be rapidly deployed anywhere.

Customer Support Manager

Location: United States (Onsite)
Department: Customer Experience (CX)
Reports To: Head of Customer Experience

About the Role

We are looking for a Customer Support Manager to provide hands-on technical and operational support for our growing customer base. This role will own customer issue resolution across L1, L2, and L3 support, while also managing support operations functions such as ticketing workflows, reporting, and process improvements.

In this role, you will be the first point of contact for customers, ensuring they receive exceptional support, meet compliance standards, and have a direct escalation path for critical issues. As our customer base grows, this position will evolve into a more specialized leadership role.

Key Responsibilities

Customer Support & Escalations (L1-L3)

• Serve as the primary support manager for customers, ensuring fast response times and SLA compliance.
• Handle L1 (basic troubleshooting), L2 (technical support), and L3 (escalations to engineering) based on issue complexity.
• Act as a customer advocate, driving resolution for high-priority issues and ensuring a smooth support experience.
• Collaborate with internal teams (Product, Engineering, and Customer Success) to resolve complex technical problems.

Support Operations & Process Management

• Own and manage ticketing systems (ZohoDesk, or equivalent), ensuring efficient issue tracking and resolution.
• Develop and refine support processes, escalation workflows, and automation strategies to improve efficiency.
• Monitor support metrics (CSAT, response times, resolution rates) and provide insights to leadership.
• Assist in building a knowledge base and self-service resources for internal and external use.

Customer Engagement & Proactive Support

• Identify trends in customer issues and proactively work on solutions to reduce ticket volume.
• Conduct post-incident reviews to improve root cause analysis and drive continuous improvement.
• Train and mentor new support hires as the team scales.

Qualifications

Required:

• 5 years of experience in Customer Support or Technical Support within SaaS, telecom, or a related industry.
• Strong background in troubleshooting, ticket management, and escalation handling (L1-L3 support).
• Familiarity with ticketing and support platforms (e.g., ZohoDesk, Zendesk, Salesforce Service Cloud).
• Ability to work independently and manage multiple priorities in a fast-paced environment.
• Experience working with enterprise customers, including SLA compliance.

Nice-to-Have:

• Experience in Support Operations, including reporting, process improvement, and automation.
• Knowledge of compliance and security requirements for government customers (FedRAMP, NIST, etc.).
• Exposure to AI-driven customer support tools and self-service enablement strategies.
• Basic scripting or API troubleshooting skills.

You're a Great Fit if You're

• A go-getter with a growth mindset. You're intellectually curious, have strong business acumen, and actively seek opportunities to build relevant skills and knowledge
• A detail-oriented problem-solver. You can independently gather information, solve problems efficiently, and deliver results with a "get-it-done" attitude
• Thrive in a fast-paced environment. You're energized by an entrepreneurial spirit, capable of working quickly, and excited to contribute to a growing company
• A collaborative team player. You focus on business success and are motivated by team accomplishment vs personal agenda
• Highly organized and results-driven. Strong prioritization skills and a dedicated work ethic are essential for you

Equal Opportunity Statement

At Armada, we are committed to fostering a work environment where everyone is given equal opportunities to thrive. As an equal opportunity employer, we strictly prohibit discrimination or harassment based on race, color, gender, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other characteristic protected by law. This policy applies to all employment decisions, including hiring, promotions, and compensation. Our hiring is guided by qualifications, merit, and the business needs at the time.

Citizenship Requirements

For select roles, due to the nature of our clientele and the technologies involved, there may be specific nationality or citizenship indicated in the required qualifications section. These roles may involve access to sensitive information that is subject to export control regulations or other legal restrictions. In such cases, employment offers will be contingent upon your ability to comply with these requirements.

Compensation & Benefits

For U.S. Based candidates: To ensure fairness and transparency, the starting base salary range for this role for candidates in the U.S. are listed below, varying based on location experience, skills, and qualifications. In addition to base salary, this role will also be offered equity and subsidized benefits (details available upon request).

For India-based candidates: We offer a competitive base salary along with equity options, providing an opportunity to share in the success and growth of Armada.

Compensation:

$115,000-145,000